What are the responsibilities and job description for the Experienced Service Dispatcher/ Warranty Claims position at Suntrup Buick GMC?
Job Summary
We are seeking an organized and proactive Automotive Service Dispatcher to manage the efficient flow of work through our busy Service Department. You will act as the crucial link between Service Advisors, Technicians, and the Parts Department. The ideal candidate thrives in a fast-paced environment and possesses the ability to manage shop workloads to maximize productivity and profitability.
Key Responsibilities
- Work Allocation: Strategically assign repair orders to technicians based on their individual skill sets, availability, and the estimated time promised to the customer.
- Workflow Management: Monitor the shop floor and Work in Progress (WIP) to ensure that repairs are completed efficiently and bottlenecks are addressed immediately.
- Cross-Department Collaboration: Coordinate with the Parts Department to track part availability, minimizing any delays on active repair orders.
- Communication & Updates: Maintain clear, ongoing communication with Service Advisors regarding job statuses, vehicle delays, and revised cost estimates.
- Documentation Review: Review closed repair orders to ensure accuracy, proper documentation of complaints/causes/corrections, and correct punch times for all operations.
- Quality Control: Prioritize and control "comebacks" (repeat repairs) to ensure prompt and proper attention.
- Shop Organization: Monitor and manage the movement of vehicles on the lot to ensure smooth drop-offs, servicing, and customer delivery.
Warranty Administration & Claims
- Process Claims: Prepare, record, and submit accurate warranty claims to the manufacturer or extended warranty provider in a timely manner.
- Verify Coverage: Review repair documentation to confirm coverage against warranty guidelines, ensure proper labor operations are used, and avoid claim rejections.
- Manage Denials: Investigate, resubmit, and follow up on any rejected or short-paid claims to ensure maximum dealership reimbursement.
- Part Handling: Follow strict warranty material disposition procedures—including tagging warranty parts, arranging return shipping to the factory, or overseeing proper disposal.
- Stay Compliant: Maintain working knowledge of factory recalls, bulletins, and technical service guidelines.
Qualifications & Requirements
- Experience: Minimum 1-2 years of experience in an automotive dealership or repair shop environment (Service Advisor, Dispatcher, or Technician roles preferred).
- Industry Knowledge: Strong understanding of automotive repair processes, technical skill sets, and service operations.
- Tech Skills: Proficiency with basic office software and dealership management software (e.g., CDK, Reynolds & Reynolds).
- Soft Skills: Exceptional organizational skills, ability to multitask, and a calm, customer-focused demeanor under pressure.
- License/Background: Valid driver's license with a clean driving record and the ability to pass pre-employment screenings (background and drug test).
What We Offer
- Highly competitive compensation plan
- Comprehensive benefits package including Medical, Dental, and Vision coverage
- Paid Time Off (PTO) and paid holidays
- On-going training and development opportunities