Service Workflow Coordinator
13 days ago
San Antonio
Job Description • JOB SUMMARY, • The Service Workflow Coordinator in the service department of a dealership will monitor, manage, and optimize the flow of work (service orders, technician assignments, parts requisitions, vehicle scheduling) so that the service bay runs efficiently, customers are served promptly, and repair orders are completed profitably and with high quality., • ESSENTIAL DUTIES, • Review incoming service work (appointments, walk‑ins, warranty/recall jobs) and allocate them to the appropriate technician/crew., • Perform other duties as assigned., • Establish the necessary measure to safeguard the assets and interests of the company., • Provide a quality service for the internal and external customers., • Perform their duties with a sense of mutual respect, ethical, collaboration, tolerance and positive attitude toward their peers., • Protects organization's value by keeping information confidential., • RESPONSIBILITIES, • Review incoming service work (appointments, walk‑ins, warranty/recall jobs) and allocate them to the appropriate technician/crew., • Monitor work‑in‑process: track vehicle status, parts status, technician progress, delays, bottlenecks, and proactively act to resolve them., • Coordinate with parts department to ensure required parts are available or ordered in time., • Liaise with service advisors, technicians, service manager, and possibly warranty/admin staff to ensure seamless communication and workflow., • Maintain the service bay schedule: assign bays, technicians, clean up assignments, ensure technicians are working on priority jobs, expedite high priority jobs (e.g., fleet, warranty, recalls)., • Track key performance indicators (KPIs) such as technician hours vs available hours, repair order hours, estimated vs actual time, billable percentage, first‑time fix right, customer satisfaction (CSI) for service, on‑time delivery, backlog of work, parts fill rate, etc., • Generate daily/weekly reports for service manager: job counts, hours sold, hours billed, productivity, efficiency, backlog. Use data to highlight trends and propose improvements., • Implement process improvements to reduce waste, improve turnaround time (TAT), improve customer satisfaction, reduce rework., • Ensure compliance with manufacturer warranty policies, safety standards in the service department, and dealership policies., • Possibly assist in training/mentoring less‑experienced technicians or service lane staff on workflow best‑practices, shop flow, and department policies., • May fill in for or assist the Service Manager or Shop Foreman in planning staffing, technician scheduling, and managing technician workload. EXPERIENCE, KNOWLEDGE AND SKILLS • Must have a clean and valid driver's license, • High school diploma or equivalent required; associate’s or bachelor’s in business, operations, automotive technology or similar preferred., • Previous experience in an automotive service department (dealership or repair facility), ideally with exposure to technician workflow, service scheduling, parts management, or operations., • Strong organizational and problem‑solving skills; ability to multitask and prioritize under pressure., • Excellent communication skills—able to interact with service advisors, technicians, parts personnel, customers., • Proficiency in dealership service management software (DMS), shop management tools, and Microsoft Office (especially Excel) for reporting., • Familiarity with automotive repair terminology, shop operations, technician workflow is a plus., • Ability to make decisions, escalate issues when needed, and work collaboratively across departments., • Ability to analyze metrics, identify bottlenecks, recommend and implement improvements.