Dispatcher- Service

Service Dispatcher Position Summary The Service Dispatcher is responsible for coordinating the daily flow of work through the Service Department to maximize technician productivity, maintain an organized repair process, and ensure work is assigned efficiently based on technician skill level, workload, vehicle priority, and promised completion times. The Dispatcher serves as the primary link between Service Advisors and Technicians regarding repair order workflow. This position requires strong organization, communication, urgency, and the ability to continually reprioritize work as conditions within the shop change. The Dispatcher is not responsible for selling repairs or replacing the Service Advisor's customer communication responsibilities. The primary responsibility of this position is managing the movement of work through the shop. Primary Responsibilities Review incoming repair orders and determine appropriate technician assignment based on skill level, certification, workload, and repair requirements. Dispatch work fairly and efficiently while maintaining proper technician utilization. Maintain awareness of every active repair order currently assigned within the shop. Monitor technician workload throughout the day and adjust assignments as necessary. Prioritize work based on appointment status, customer waiters, promised completion times, parts availability, diagnostic needs, and department priorities. Ensure technicians have adequate work available and minimize unnecessary downtime. Coordinate with Service Advisors regarding repair status, additional work, diagnostic findings, parts delays, and changes affecting promised completion times. Identify stalled repair orders and actively work with the appropriate advisor, technician, parts employee, or manager to determine the next action required. Track vehicles awaiting diagnosis, approval, parts, additional repairs, or quality control. Assist in balancing workload between technicians while assigning work appropriate to each technician's abilities and certifications. Monitor repair progress to identify potential delays before they become customer-service problems. Ensure completed work is promptly returned to the appropriate Service Advisor for review and customer follow-up. Maintain accurate repair order status within the dealership management system. Communicate clearly and professionally with technicians, advisors, Parts Department personnel, and management. Participate in daily production planning and communicate significant workflow concerns to the Service Manager. Help maintain an organized and predictable workflow throughout the Service Department. Follow established dealership processes and Service Manager direction regarding dispatch priority and shop operations. Daily Expectations The Dispatcher should begin each day with a clear understanding of: Vehicles currently in the shop. Work carried over from the previous day. Scheduled appointments arriving that day. Vehicles awaiting diagnosis. Vehicles waiting for customer authorization. Vehicles waiting for parts. Customer waiters and other priority repairs. Technician availability and existing workload. Repairs with promised completion times approaching. Throughout the day, the Dispatcher is expected to continually reassess shop conditions and make adjustments necessary to maintain productive workflow. Communication Expectations The Dispatcher is expected to maintain active communication with both technicians and Service Advisors. Technicians should have a clear understanding of what work they are responsible for and what should be addressed next. Service Advisors should receive timely information regarding repair progress, delays, diagnostic completion, additional work, and issues requiring customer contact. The Dispatcher should escalate significant delays, workload concerns, personnel issues, or process problems to the Service Manager rather than allowing repair orders to remain stalled. Performance Expectations S…

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