Automotive Dispatcher

Williams Auto Group•Vestal, NY

1d•$60,000 - $90,000

About The Position

The Automotive Service Department Dispatcher assigns and coordinates repair orders to technicians to maximize productivity, efficiency, repair quality, and customer satisfaction. The Dispatcher serves as the communication hub among Service Advisors, technicians, parts personnel, and service management, helping vehicles move efficiently through the shop and be completed on time. The position’s primary objective is to keep technicians productive, maintain a steady flow of repair orders, eliminate workflow obstacles, and help ensure vehicles are repaired correctly and delivered when promised. Performance is measured through technician productivity, efficiency and proficiency; labor hours produced; shop capacity utilization; repair order cycle time; on-time vehicle delivery; Digital MPI compliance; first-time repair quality; reduced comebacks; and customer satisfaction.

Responsibilities

Dispatch repair orders based on technician skill level, certifications, workload, and repair requirements.
Maintain balanced workflow and technician productivity throughout the service department.
Monitor repair orders from dispatch through completion and address delays or bottlenecks.
Prioritize customer, warranty, recall, internal, and emergency work to meet promised completion times.
Ensure compliance with Digital MPI standards: 95% MPI completion, 90% MPI with video completion, and 95% MPI sent to customers.
Coordinate with Service Advisors and the Parts Department to keep repairs moving efficiently.
Monitor technician workload, availability, and performance to maximize shop capacity.
Track carryover work and prioritize unfinished repairs appropriately.
Assist in maintaining repair quality, reducing comebacks, and improving first-time fix rates.
Communicate repair status, capacity, and potential delays to management and advisors.
Identify workflow improvement opportunities and support dealership operating standards.