What are the responsibilities and job description for the Service Advisor position at O'Meara Ford?
Ford Mobile Service & Recall Advisor
Role Summary
The Ford Mobile Service & Recall Advisor is responsible for managing Ford recall campaigns and mobile service appointments by proactively contacting customers, scheduling repairs, and ensuring full compliance with Ford Motor Company recall and documentation standards. This role directly supports Ford Pro, customer safety, CSI, and retention by making recall completion convenient and efficient.
Key Responsibilities
Proactively contact Ford customers with open safety recalls, CSPs, and FSA campaigns
Schedule Ford Mobile Service appointments based on technician routes and daily capacity
Verify VIN eligibility using OASIS and Ford recall systems
Confirm parts availability prior to scheduling to avoid failed visits
Clearly explain safety implications, recall urgency, and mobile service benefits
Coordinate daily schedules with Mobile Service Technicians and Service Managers
Create and manage accurate Repair Orders in DMS
Ensure proper recall documentation for Ford warranty reimbursement
Track and report recall performance and completion rates
Handle inbound calls, texts, and digital leads related to Ford recalls and mobile service
Follow Ford brand standards and customer experience guidelines
Key Performance Indicators (KPIs)
Ford recall contact rate
Recall completion percentage
Mobile service appointments set per day
Appointment show rate
First-time fix rate
Average days to recall completion
CSI / Ford Voice of the Customer (VOC) scores
Required Qualifications
Automotive service advising, BDC, or recall coordination experience preferred
High-volume outbound call experience
Familiarity with Ford systems (OASIS, FMCDealer, Dealertrack) preferred
Strong communication and objection-handling skills
Highly organized and process-oriented
Comfortable working in a fast-paced, performance-driven environment
Preferred Experience
Ford dealership experience
Ford recall or warranty processing knowledge
Mobile service operations or route scheduling
Ford Pro or fleet service exposure
What Success Looks Like
Open Ford recalls are contacted quickly and consistently
Mobile service routes are fully utilized
High recall completion with minimal reschedules
Strong Ford CSI/VOC results
Improved customer retention and safety compliance
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Application deadline is 01/31/2026.