Ford Mobile Service Coordinator at Elmhurst Ford – BENSENVILLE, Illinois
Elmhurst Ford
BENSENVILLE, Illinois, 60106, United States
Posted on
Updated on
Job Function:Business Development
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About This Position
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
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Job Location
BENSENVILLE, Illinois, 60106, United States
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