SERVICE DISPATCHER

Sanderson Lincoln•Phoenix, AZ

2d•Onsite

About The Position

The Service Dispatcher is the hub of the service drive. This role owns the flow of work from the moment a customer arrives to the moment the RO closes — assigning jobs to the right technician, keeping the shop moving, and making sure nothing sits unseen. The dispatcher protects both shop productivity and customer satisfaction, and should be able to hold the schedule, the technicians, and the service advisors to the same standard.

Requirements

High school diploma or equivalent
Minimum of 1 year of experience in an automotive service department
Working knowledge of CDK and TCC, or the ability to learn and adapt to new technology quickly
Strong organizational skills and comfort managing competing priorities under pressure
Clear verbal and written communication
Ability to read and interpret repair orders, technician notes, and basic shop documentation

Nice To Haves

Prior dispatcher, shop foreman, or service advisor experience
Lincoln or Ford product and warranty process familiarity
ASE certification or equivalent technical background

Responsibilities

Dispatch incoming repair orders to technicians based on skill level, certification, current workload, and job complexity
Monitor the dispatch board continuously throughout the day; rebalance work as jobs finish, stall, or get added
Prioritize comebacks, waiting customers, and vehicles on loaners or rentals ahead of routine work
Sequence jobs so that parts, lifts, and specialty tools are not the bottleneck
Flag vehicles approaching promised time and push for status on anything running behind
Keep service advisors informed of job status and any delay — early, not after the customer calls
Serve as the primary link between advisors, technicians, parts, and the Service Manager
Receive and route technician questions, parts holds, and approval requests to the right person
Conduct or support shop morning huddles and end-of-day carryover review
Maintain daily and weekly shop capacity plan; advise on appointment load and overbooking risk
Coordinate with the service advisors on same-day and emergency appointments
Balance technician hours across the week; identify and report unassigned capacity
Manage the long Saturday opening and the Monday–Friday 6:00pm close so carryover does not bury the next day's shop
Ensure repair orders are properly opened, coded, and assigned in CDK before work begins
Verify clock-on/clock-off discipline and accurate technician time on every RO
Support warranty documentation standards, including proper technician notes for warranty claims
Track and report on jobs awaiting parts, approval, or sublet work
Use CDK and TCC together to confirm dispatch status and work through reconciliation or reporting gaps between the two systems
Monitor technician efficiency and productivity; report outliers to the Service Manager
Maintain records of comeback and rework jobs and route them for review
Provide end-of-day and month-end dispatch reporting on completed work, carryover, and shop performance