Service Coordinator

Responsibilities

Work Order Management & Service Coordination

• Initiate work orders based on vehicle diagnostics, inspection findings, and automated alerts; close completed repairs after verifying all labor and parts are accurately documented.
• Actively manage work assignments to technicians based on skill level, current workload, and depot priorities to maximize shop throughput.
• Allocate parts inventory to active work orders, coordinate parts availability with repair schedules, and ensure consumption is tracked for warranty and billing accuracy.
• Maintain detailed service records including diagnostic findings, repair actions, and parts used.
• Communicate repair priorities, parts availability status, and work order updates between depot operations and maintenance teams.
• Track vehicle downtime against SLAs; proactively identify stalled vehicles and escalate issues such as parts delays or diagnostic challenges.
• Review technician time punches against standard repair times (SRTs) and flag technicians struggling with specific repair types for training.

Quality Control & Compliance

• Ensure completed Repair Orders contain the 'Three Cs': Complaint, Cause, and Correction.
• Maintain all required Repair Order documentation per partner standards for audit readiness and regulatory compliance.
• Conform to all service order and inventory management SOPs and hardware line item transaction procedures.

24/7 Support & Coordination

• Provide on-call support via mobile phone for late night and weekend crews, answering service and inventory questions and troubleshooting system issues remotely.
• Coordinate with parts suppliers, logistics providers, and third-party repair facilities.
• Lead daily "pass-down" meetings between shifts, providing status reports on WIP, "down" vehicles, and critical safety campaigns.

Safety & Environmental Compliance

• Handle and store hazardous materials (batteries, fluids, chemicals) according to NFPA standards and EHS requirements.
• Properly characterize and segregate waste streams with appropriate signage and coordinate disposal per environmental regulations.
• Use required PPE when handling parts and materials.
• Support emergency response procedures for spills, thermal events, or other material-related incidents.

Requirements

• High school diploma or equivalent required; Associate degree in Supply Chain, Logistics, Business, or related field preferred.
• 2+ years experience as a Service Writer, Service Advisor, or Dispatcher in an automotive dealership or fleet environment.
• 2+ years of experience with Shop Management Systems (SMS) or Fleet Management Systems; experience creating estimates and managing WIP.
• Demonstrated experience managing high-value or sensitive inventory with strict security requirements.
• Strong attention to detail with proven track record of maintaining high fleet availability and meeting Repair Cycle Time SLAs.
• Experience with automotive parts nomenclature, identification, and handling procedures preferred.
• Physical capabilities including ability to lift up to 50 lbs, stand/walk for extended periods, and operate material handling equipment.
• Excellent organizational skills with ability to manage multiple priorities in a fast-paced environment.
• Strong communication skills for coordinating with technicians, vendors, and management across all shifts.
• Valid driver's license with clean driving record.
• Flexibility to work various shifts and provide on-call support during nights/weekends as needed.

Technical Requirements

• Proficiency with ERP or similar inventory management systems.
• Ability to use fleet management tools for parts consumption tracking.
• Competency with mobile devices and inventory scanning equipment.
• Basic Microsoft Office/Google Workspace skills for reporting.
• Understanding of inventory management best practices.

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled.
• Mental health benefits.
• Family building benefits.
• Child care and pet benefits.
• 401(k) plan with company match.
• 12 observed holidays; salaried team members have discretionary paid time off, hourly team members have 15 days paid time off.
• 18 weeks of paid parental leave (biological, adoptive, and foster parents eligible).
• Subsidized commuter benefits.
• Monthly Lyft credits and complimentary Lyft Pink membership.