Service Coordination Supervisor

Service Coordination Supervisor

Job Summary

The Service Coordination Supervisor is responsible for supervising and leading the service coordination and administrative team to ensure efficient scheduling, coordination, documentation, and overall service department operations. The role works closely with Service Advisors, Technicians, Parts personnel, and customers to ensure timely completion of repairs and maintenance activities while maintaining high standards of customer service, operational efficiency, and compliance with company policies.

Key Responsibilities

• Supervise and lead Service Coordinators and administrative staff within the Service Department.
• Oversee the timely scheduling of service appointments, repairs, preventive maintenance, and other service activities.
• Coordinate with Service Advisors, Technicians, Parts Department, and customers to ensure smooth and efficient service operations.
• Monitor daily service workflow, prioritize tasks, and ensure adherence to established service timelines and standards.
• Train, coach, and mentor Service Coordinators on service processes, customer handling, documentation, and reporting standards.
• Handle escalated customer concerns, complaints, inquiries, and complex service requests in a professional and timely manner.
• Ensure accurate and complete service records, reports, work orders, schedules, and other required documentation.
• Monitor team performance and ensure compliance with established service procedures and operational standards.
• Identify process gaps and recommend or implement improvements to enhance service efficiency, productivity, and customer satisfaction.
• Ensure compliance with company policies, safety procedures, service quality standards, and applicable operational guidelines.
• Assist management in workforce planning, manpower allocation, performance evaluations, and other team-related activities.
• Prepare and submit service coordination reports and operational updates for management review.
• Monitor the proper use of service management systems, ERP platforms, scheduling tools, and other relevant systems.
• Support the Service Department in maintaining effective communication and coordination among internal teams and customers.
• Perform other related duties, errands, and responsibilities as may be assigned by the immediate superior.

Qualifications

• Bachelor’s degree in Business Administration, Automotive Management, Management, or a related field is preferred.
• Vocational or technical education in Automotive Service, Automotive Technology, Office Administration, or a related field is an advantage.
• With at least 3–5 years of relevant experience in service coordination, customer service, automotive operations, or a similar role.
• Previous supervisory or team leadership experience is preferred.
• Strong understanding of automotive service processes, preventive maintenance schedules, repair procedures, and service workflows.
• Familiarity with service management software, ERP systems, scheduling platforms, or related business systems.
• Knowledge of customer service principles, service documentation, and reporting standards.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, coordination, and problem-solving skills.
• Good organizational, planning, time-management, and multitasking abilities.
• High attention to detail and accuracy in documentation and reporting.
• Strong customer-focused mindset with the ability to handle customer concerns and escalations professionally.
• Ability to work in a fast-paced automotive service environment and effectively coordinate multiple tasks and priorities.

Core Competencies

• Leadership & Team Management
• Service Coordination
• Customer Service & Complaint Handling
• Automotive Service Knowledge
• Problem-Solving & Decision-Making
• Planning & Organization
• Communication & Interpersonal Skills
• Documentation & Reporting
• Process Improvement
• Time Management & Multitasking