Service Dispatcher

Job Description

Job Description

Job Title : Service Dispatcher

Department : Service

Supervisor : Service Manager

Summary Description

Primarily responsible for assuring quality service work, while maintaining a high level of productivity and efficiency for the entire Service Department. Issue service work to technicians and maintaining the flow of service work through the Service Department.

Duties and Responsibilities

• Assists Service Manager, in ensuring that service personnel are alert, well trained, and available when needed.
• Ensure that technicians receive jobs based on skill level and current resource utilization.
• Review work-in-progress to ensure quality and reasonable completion times.
• Make estimates for internal work.
• Perform necessary work on vehicles or components in accordance with time schedules.
• Covers for the Service Manager in his absence as needed.
• Follows dealership closing procedures as assigned by General Manager.
• Greet customers immediately, in a courteous and friendly manner.
• Handle customer complaints according to company guidelines : reasonably, showing empathy, exhibiting a positive attitude, and demonstrating our commitment to “make things right”.
• Gain the trust and confidence of new customers when they are introduced to the Service Department.
• Give special attention to repeat Repair Orders to ensure that the situation is corrected before it becomes a customer complaint.
• Avoid making commitments that might not be met. It is better to under-promise and over-deliver
• In conjunction with the Service Manager, establish technician work schedules that balance the workloads of all technicians.
• In conjunction with the Service Manager, monitor and address all comebacks with individual technicians.
• Establish departmental work schedules, balancing the work loads of all employees with the needs of the department.
• Establish job assignments with the Service Manager for technicians within their skill levels.
• Assist in observing employee performance and reporting findings to the Service Manager.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

Qualifications & Job Requirements

Physical Demands

Working Conditions