Ford Mobile Service Coordinator

Job Description

Description:

• Schedule and coordinate all mobile service appointments.
  
• Act as the primary point of contact for mobile service customers.
  
• Prepare and manage repair orders (ROs) for mobile services.
  
• Ensure accurate documentation, pricing, and billing.
  
• Coordinate parts ordering and confirm availability prior to appointments.
  
• Dispatch mobile technicians efficiently to maximize route productivity.
  
• Monitor technician hours, productivity, and completed work.
  
• Follow up with customers for CSI/survey performance.
  
• Promote mobile service offerings to increase CP and fleet business.
  
• Ensure compliance with manufacturer policies and warranty procedures.
  
• Track and report mobile service performance metrics (hours, gross, CSI, etc.).
  
• Maintain communication between service advisors, technicians, and management.

• Achieve monthly mobile labor hour targets (goal set by management)
  
• Meet or exceed mobile CP gross profit objectives
  
• Maintain effective labor rate (ELR) within target range
  
• Increase mobile service penetration within the dealership’s active customer base
  
• Grow fleet and commercial mobile accounts
  

• Maintain a clean WIP with timely RO closure (no aged open ROs)
  
• Ensure 100% accurate RO documentation and notes
  
• All completed mobile ROs closed within 24 hours of job completion
  
• Minimize scheduling gaps and maximize route density for technician efficiency
  
• Parts confirmed and staged prior to dispatch
  

• Maintain target CSI score (store benchmark or manufacturer standard)
  
• Ensure all mobile customers are contacted pre- and post-service
  
• Proactively request surveys and manage customer follow-up
  
• Zero unresolved customer complaints
  

• Proactively promote mobile service to drive lane and BDC customers
  
• Identify opportunities for menu presentation and upsells
  
• Partner with advisors to capture declined services for future mobile appointments
  
• Track and follow up on open estimates and deferred maintenance
  

• Support technician productivity by ensuring consistent daily dispatch
  
• Keep mobile calendar filled 3–5 days in advance
  
• Maintain strong communication with Parts and Service teams
  
• Take ownership of mobile department profitability
  
• Demonstrate leadership, urgency, and accountability