Service Dispatcher

Wallace Ford of Kingsport; Kingsport (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

Wallace Ford of Kingsport is seeking an organized and decisive Automotive Service Dispatcher to keep repair work moving through our service department. This role assigns repair orders to technicians based on skill, workload, priority, and promised completion time.

The right candidate can manage changing priorities without losing track of details, communicate directly and professionally, and make fair dispatch decisions that support productivity, quality, and customer satisfaction.

Qualifications

• Experience with automotive service dispatching preferred.
• Able to match work to technician certification and workload.
• Strong organizational and communication skills in a fast-paced shop.

Responsibilities

• Review repair orders and assign work to technicians based on certification and workload.
• Track vehicles in process, status, approvals, and next actions.
• Monitor shop capacity and rebalance work as priorities change.
• Notify service advisors and management of delays or risks early.
• Coordinate with parts to ensure technicians have needed information and parts.
• Ensure carryover work has clear ownership and next steps.
• Support fair workload distribution while maintaining productivity.
• Verify orders, inspections, and updates are complete before advancing.
• Participate in daily service-lane meetings and end-of-day planning.

Skills

Organization

Decision making

Communication

Time management

Tools

CDK

Xtime

Job description

Job Summary

Wallace Ford of Kingsport is seeking an organized and decisive Automotive Service Dispatcher to keep repair work moving through our service department. This position assigns repair orders to technicians based on skill, workload, priority, and promised completion time. The dispatcher serves as the communication link between service advisors, technicians, parts, and management so customers receive accurate updates and vehicles are completed efficiently.

The right candidate can manage changing priorities without losing track of details, communicate directly and professionally, and make fair dispatch decisions that support productivity, quality, and customer satisfaction.

What You Will Do

• Review incoming repair orders and assign work to the appropriate technician based on certification, skill level, availability, and current workload.
• Maintain a clear view of every vehicle in process, including diagnosis status, parts status, approvals, promised times, and next action.
• Monitor shop capacity throughout the day and rebalance work when priorities, staffing, or repair conditions change.
• Communicate delays, bottlenecks, and at-risk promised times to service advisors and management early enough for corrective action.
• Coordinate with the parts department so technicians have the information and parts needed to continue repairs.
• Track carryover work and help ensure aging repair orders do not stall without ownership or a documented next step.
• Support efficient technician production while distributing work fairly and according to department priorities.
• Help verify that repair orders, technician stories, inspections, and status updates are complete before work advances or closes.
• Participate in daily service-lane and shop communication, including workload reviews and end-of-day carryover planning.
• Follow dealership safety, documentation, warranty, and customer privacy procedures.

What We Are Looking For

• Automotive dealership service experience strongly preferred; dispatch, technician, advisor, or shop foreman experience is a plus.
• Working knowledge of automotive repair processes and the ability to match work to technician capabilities.
• Strong organization, follow-through, and time-management skills in a fast-moving environment.
• Clear communication and the confidence to make timely decisions and resolve competing priorities.
• Comfort using dealership software, digital inspection tools, and standard office technology; CDK and Xtime experience is a plus.
• Professional judgment, consistency, and the ability to treat technicians and advisors fairly.
• Valid driver's license and an acceptable driving record, subject to company requirements.

How Success Will Be Measured

• Repair orders move through the shop with clear ownership and minimal avoidable idle time.
• Promised-time risks and stalled work are identified and communicated promptly.
• Technician workload is balanced appropriately by skill, capacity, and priority.
• Carryover and aging repair orders have accurate statuses and documented next steps.
• Communication between technicians, advisors, parts, and management is timely and professional.