Description:
As a Service Coordinator, you will oversee an assigned vehicle service queue, ensuring vehicles progress efficiently from intake to delivery readiness. You'll review inspections, authorize repairs, coordinate with cross-functional teams, and manage priorities to balance vehicle quality, turnaround times, and customer commitments.
Working closely with Production, Customer Experience, Delivery, and Repair teams, you'll provide status updates, resolve service-related issues, maintain accurate documentation, and help identify opportunities to improve processes and operational efficiency. This role is ideal for someone with strong automotive knowledge, sound decision-making skills, and experience managing multiple priorities in a fast-paced environment.
What You'll Do
Service Queue Management:
- Own and manage an assigned vehicle service queue from intake through completion.
- Prioritize vehicles based on delivery commitments, customer impact, aging, and operational needs.
- Monitor vehicle status throughout the repair process and proactively address delays or bottlenecks.
- Ensure vehicles progress efficiently through inspection, repair, quality control, and delivery readiness.
Repair Authorization & Decision Making:
- Review inspection findings, technician recommendations, and repair estimates.
- Approve repairs within established guidelines and escalation thresholds.
- Balance vehicle quality, repair costs, turnaround time, and customer outcomes when making decisions.
- Ensure repairs align with Clutch quality standards and operational objectives.
Stakeholder Communication:
- Act as the primary liaison between Production, Customer Experience, and Delivery teams for service-related matters.
- Provide timely and accurate updates on vehicle status, repair timelines, and delays.
- Support internal escalations by gathering information, evaluating repair options, and recommending solutions.
- Maintain clear documentation of decisions, approvals, and communication.
Operational Execution:
- Create, manage, and close repair orders accurately and efficiently.
- Maintain service records, repair documentation, and supporting data within company systems.
- Ensure adherence to service processes, approval workflows, and service-level agreements.
- Support daily operational reviews by identifying risks, delays, and priority vehicles.
Continuous Improvement:
- Identify recurring repair trends, workflow inefficiencies, and operational bottlenecks.
- Provide feedback to Production, Inspection, and Leadership teams to improve vehicle quality and throughput.
- Support process improvement initiatives aimed at reducing turnaround times, minimizing rework, and improving stakeholder experience.
- Contribute to the development of service standards, repair guidelines, and operational best practices.
What We're Looking For
- 5+ years of experience in automotive service operations, service advising, fleet maintenance, or vehicle reconditioning.
- Strong understanding of automotive systems and repair processes.
- Experience reviewing technician inspections and repair recommendations.
- Ability to manage competing priorities in a fast-paced operational environment.
- Strong written and verbal communication skills.
- Experience working cross-functionally with multiple stakeholders.
- Proficiency with operational systems, repair management software, and productivity tools.
- Valid driver's license.
Nice to Have
- Previous experience as a service advisor in a fast paced shop or OEM dealership.
- Knowledge of vehicle repair systems such as:
- Engines: Fixing problems with fuel, exhaust, and emission systems.
- Electrical: Testing and replacing batteries, starters, alternators, and wiring.
- Drivetrain: Repairing transmissions, clutches, and axles.
- Steering & Suspension: Fixing shocks, springs, and wheel alignments.
- Brakes: Servicing anti-lock brakes (ABS), pads, and rotors.
- Climate Control: Repairing heating and air conditioning (HVAC) systems.
- Understanding of warranty administration and claims.
- Knowledge of production scheduling and workflow management.
- Familiarity with vehicle operations, logistics or fleet environments.
- Experience using service management systems and reporting dashboards.
- Supervisory or team leadership experience for automotive technicians.
Why You'll Love It at Clutch
- Autonomy & Ownership – play a key role in ensuring vehicles meet Clutch's high standards.
- Career Growth – opportunities to develop skills in automotive operations.
- Team Environment – collaborate with passionate colleagues committed to quality and efficiency.
- Competitive Compensation – hourly wage with overtime opportunities.