Mobile Service Coordinator

VANGUARD TRUCK CENTERS LLC•Tolleson, AZ

5d•$55,000 - $70,000•Onsite

About The Position

The Mobile Service Coordinator serves as the operational hub of the Mobile Service Department, ensuring the efficient scheduling, dispatching, and coordination of mobile technicians while delivering an exceptional customer experience. This role is responsible for managing service requests, optimizing technician routes, coordinating parts availability, maintaining accurate repair order documentation, and serving as the primary communication link between customers, technicians, and dealership personnel. The Mobile Service Coordinator plays a critical role in maximizing technician productivity, increasing billable hours, minimizing downtime, and ensuring every mobile service event is completed safely, efficiently, and to the highest standards.

Requirements

High school diploma or equivalent.
Minimum of 2 years of dispatching, service coordination, or customer service experience.
Strong organizational and multitasking skills.
Excellent verbal and written communication abilities.
Proficiency with Microsoft Office and dealership management software.
Ability to work effectively in a fast-paced environment while managing multiple priorities.
Strong problem-solving and decision-making skills.

Nice To Haves

Experience in heavy-duty truck, fleet, automotive, construction equipment, or diesel service operations.
Knowledge of technician dispatching and route optimization.
Experience with Procede, or other dealership management systems.
Understanding of warranty processes and repair order documentation.

Responsibilities

Receive inbound service requests via phone, email, mobile applications, and internal referrals.
Schedule and dispatch mobile technicians based on customer priority, technician skill set, location, and workload.
Develop and continuously adjust daily routes to maximize technician efficiency and billable hours.
Monitor technician progress throughout the day and adjust schedules as priorities change.
Coordinate emergency and after-hours service requests when necessary.
Serve as the primary point of contact for mobile service customers.
Communicate estimated arrival times (ETAs), service updates, delays, and job completion status.
Build strong relationships with fleet customers through proactive communication and follow-up.
Provide day-to-day oversight of assigned mobile service trucks, technician routes, utilization, and scheduling efficiency.
Monitor technician productivity and assist in removing operational obstacles.
Ensure technicians have the necessary parts, information, and documentation before dispatch.
Coordinate with Parts, Service, and Warranty departments to support successful job completion.
Open, update, and close repair orders accurately within the dealership management system (DMS).
Ensure labor hours, parts usage, customer concerns, and technician notes are properly documented.
Verify repair orders are complete and ready for invoicing.
Maintain accurate service records and documentation.
Order and coordinate required parts for scheduled service calls.
Coordinate warranty documentation with dealership warranty administrators.
Ensure all required warranty information is complete and submitted accurately.
Track and document dealership referral handoffs.
Maintain records for technician bonus eligibility related to referred work.
Coordinate follow-up work requiring dealership service.
Collaborate with Service Managers and dealership personnel to ensure seamless customer transitions.
Monitor key performance indicators including technician utilization, response times, schedule efficiency, and customer satisfaction.
Identify opportunities to improve dispatch processes and operational efficiency.
Assist leadership in implementing process improvements and best practices.
Support departmental goals related to profitability, productivity, and customer retention.