Service Dispatcher - J. Allen Toyota

Service Dispatcher 

Position Summary

The Service Dispatcher is a proactive, hands-on leader responsible for orchestrating the daily operational flow of the service shop. This role is critical in ensuring that every vehicle is routed efficiently, every technician is properly utilized, and every customer receives timely, accurate service. The Service Dispatcher serves as the central communication link between advisors, technicians, parts, and the BDC, and is accountable for sustaining a high-functioning, safe, and customer-focused shop environment.

Responsibilities

        Shop Flow, Dispatch, and Job Assignment

• Partner with the Technical Foreman to ensure jobs are assigned based on technician strengths, availability, and job complexity.
• Guide prioritization of repair orders to reduce customer wait times and maximize efficiency.
• Address bottlenecks in real-time to maintain a steady, productive rhythm in the shop.
• Organize repair orders in line for dispatch by priority and tech availability.
• Organize repair orders on hold by "waiting on approval," "parts hold," or other factors; follow a clear process to resolve holds and expedite repair.
  
  Communication Management

• You are the communication link between the shop, advisors, parts, and bdc.
• Relay clear, timely updates between advisors and technicians via the Service Director.
• Translate shop updates into understandable language for advisors and ensure accurate expectations are communicated to customers.
  
  Quality Control and Customer Experience Enhancements

• Spot-check technician videos and collaborate with the Service Director on best practices.
• Deliver advisor chat updates every 30 minutes on Express RO statuses.
• Provide additional updates on main shop repairs as needed throughout the day.
  
  Shop Standards, Safety & Maintenance

• Identify and resolve concerns related to safety, maintenance, or cleanliness.
• Collaborate with the Service Director and Fixed Ops Director to enforce daily/weekly cleaning routines and equipment upkeep.
• Ensure compliance with OSHA regulations and maintain a safe, professional working environment for all shop personnel.
• Enforce sanitation standards to ensure the shop is consistently clean and professional.
• Perform equipment/tool audits with the Service Director; report issues to the Fixed Ops Director for timely resolution.
  
  Reporting, Monitoring, and Process Improvement

• Monitor service reporting and proactively address workflow trends to ensure timely delivery and outstanding customer experience.
• Work with the Service Director to execute continuous coaching and training efforts.

Qualifications

• Minimum of 2 years in a dealership service department; dispatch or shop foreman experience preferred but not required.
• Strong understanding of dealership service operation, flat-rate systems, and warranty procedures.
• Excellent organizational, multitasking, and communication skills.
• Valid driver’s license and clean driving record required.