Mobile Service Coordinator

Job Description

The Mobile/Remote Service Coordinator is critical to the overall success of Mobile Service at the dealership.

This role coordinates and manages all Mobile Service activities within the dealership.

• Knowledge of Service Advisor functions
• Knowledge of dealership operations
• Customer focused
• Business acumen
• People leader

• Trustworthy
• Personable
• Good communicator
• Confident
• Decisive
• Organized
• Skilled in conflict management
• Dependable
• Adaptable
• Thorough

• Manage RO Process
  • RO creation
  • RO closeout
  • Process payment
• Mobile Service Advisor
  • Ensure correct parts
  • RO closeout
  • Process payment
• Manage Parts Process
  • Coordinate with Parts Department to ensure parts availability for repair
  • Coordinate with Parts Department to add additional sales opportunity parts
  • Ensure Mobile Service Unit is loaded with needed parts for repairs
  • Add parts to the RO as required
  • Ensure unused parts are accounted for and added back to inventory
• Schedule
  • Coordinate with BDC (where applicable) to ensure Mobile Service Unit is adequately scheduled
  • Take incoming Mobile Service requests
  • Determine scheduled day and time, maximizing route optimization
• Route
  • Utilize Route Optimization to set Mobile Service appointments
• Dispatch
  • Dispatch appropriate Mobile Service Unit and Technician for requested repair
  • Determine if repair request is within Mobile Service scope
• Customer Communication Prior to and During Repair
  • Confirm customer appointment
  • Communicate day of Mobile Service status
• Customer Follow-Up
  • Ensure customer satisfaction
• Prospect
  • Partner with Fleet staff to solicit Fleet business
• Marketing
  • Partner with dealership Marketing Department to promote Mobile Service