Service Advisor

Ford Mobile Service & Recall Advisor

Role Summary

The Ford Mobile Service & Recall Advisor is responsible for managing Ford recall campaigns and mobile service appointments by proactively contacting customers, scheduling repairs, and ensuring full compliance with Ford Motor Company recall and documentation standards. This role directly supports Ford Pro, customer safety, CSI, and retention by making recall completion convenient and efficient.

Key Responsibilities

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  Proactively contact Ford customers with open safety recalls, CSPs, and FSA campaigns

  
  


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  Schedule Ford Mobile Service appointments based on technician routes and daily capacity

  
  


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  Verify VIN eligibility using OASIS and Ford recall systems

  
  


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  Confirm parts availability prior to scheduling to avoid failed visits

  
  


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  Clearly explain safety implications, recall urgency, and mobile service benefits

  
  


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  Coordinate daily schedules with Mobile Service Technicians and Service Managers

  
  


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  Create and manage accurate Repair Orders in DMS

  
  


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  Ensure proper recall documentation for Ford warranty reimbursement

  
  


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  Track and report recall performance and completion rates

  
  


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  Handle inbound calls, texts, and digital leads related to Ford recalls and mobile service

  
  


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  Follow Ford brand standards and customer experience guidelines

  
  

Key Performance Indicators (KPIs)

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  Ford recall contact rate

  
  


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  Recall completion percentage

  
  


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  Mobile service appointments set per day

  
  


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  Appointment show rate

  
  


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  First-time fix rate

  
  


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  Average days to recall completion

  
  


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  CSI / Ford Voice of the Customer (VOC) scores

  
  

Required Qualifications

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  Automotive service advising, BDC, or recall coordination experience preferred

  
  


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  High-volume outbound call experience

  
  


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  Familiarity with Ford systems (OASIS, FMCDealer, Dealertrack) preferred

  
  


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  Strong communication and objection-handling skills

  
  


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  Highly organized and process-oriented

  
  


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  Comfortable working in a fast-paced, performance-driven environment

  
  

Preferred Experience

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  Ford dealership experience

  
  


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  Ford recall or warranty processing knowledge

  
  


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  Mobile service operations or route scheduling

  
  


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  Ford Pro or fleet service exposure

  
  

What Success Looks Like

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  Open Ford recalls are contacted quickly and consistently

  
  


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  Mobile service routes are fully utilized

  
  


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  High recall completion with minimal reschedules

  
  


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  Strong Ford CSI/VOC results

  
  


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  Improved customer retention and safety compliance

  
  

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Application deadline is 01/31/2026.