Assistant Service Manager/Dispatcher Ford Dealership

Overview 

The Assistant Service Manager supports the Service Manager in running the service department efficiently and delivering an excellent customer experience. This role helps oversee service advisors, coordinates technician workflow, and ensures Ford service standards are followed.

Key Responsibilities

Customer Service & Communication:

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  Greet customers, understand their vehicle concerns, and document repair requests

  
  


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  Provide accurate estimates for repairs, maintenance, and timelines

  
  


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  Communicate status updates to customers throughout the repair process

  
  


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  Handle customer complaints or escalations in a professional, solution-focused manner

  
  


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  Ensure customer satisfaction scores (CSI) meet or exceed Ford standards

  
  

Service Department Operations:

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  Assist in managing daily shop workflow to maximize productivity and efficiency

  
  


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  Assign jobs to technicians based on skill level and availability

  
  


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  Review repair orders for accuracy, required documentation, and warranty compliance

  
  


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  Ensure that Ford warranty and recall procedures are followed correctly

  
  


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  Support the Service Manager in meeting department goals (sales, gross profit, labor hours, etc.)

  
  

Team Support & Leadership:

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  Assist in training, coaching, and supporting service advisors

  
  


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  Work collaboratively with technicians, parts staff, and sales departments

  
  


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  Help maintain a positive, professional work environment

  
  

Administrative Duties:

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  Prepare and close repair orders

  
  


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  Manage scheduling of service appointments

  
  


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  Monitor parts availability and coordinate with the parts department

  
  


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  Help track department metrics such as efficiency, productivity, and sales performance

  
  


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  Ensure compliance with Ford corporate guidelines and dealership policies

  
  

Skills & Qualifications

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  Previous automotive service or advisor experience (Ford experience is a plus)

  
  


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  Strong understanding of vehicle systems and repair processes

  
  


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  Excellent communication and customer service skills

  
  


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  Ability to multitask in a fast-paced environment

  
  


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  Strong organizational and leadership abilities

  
  


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  Familiarity with DMS systems (Reynolds & Reynolds, CDK, Dealertrack, etc.)

  
  


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  Ability to read and understand repair orders, technical notes, and recalls

  
  


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  Valid driver’s license and clean driving record

  
  

Typical Work Environment

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  Full-time role, usually includes Saturdays

  
  


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  Mix of office/customer-facing work and time spent in the shop environment

  
  


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  Performance is often measured by CSI scores, sales numbers, and efficiency metrics

  
  

Haggerty Ford, Inc. is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace and will not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability, veteran status, or any other legally protected status.