Job Description
Mercedes Benz of Fort Washington is a proud part of the MileOne Autogroup, one of the largest and most respected automotive groups in the Mid-Atlantic. Were committed to excellence in our people, our products, and our customer service.
Mercedes Benz of Fort Washington, is seeking a motivated, experienced Service Operations Supervisor to lead our dynamic service team.
If youre passionate about performance vehicles, building high-performing teams, and exceeding customer expectations, this is the opportunity for you.
The Service Operations Supervisor is responsible for overseeing daily service-lane operations, ensuring efficient vehicle flow, and delivering an exceptional customer experience. This role provides leadership across the service drive, transportation team, loaner-fleet operations, and Service Advisor staff. The supervisor works closely with the Service Manager to maintain operational excellence, team performance, and customer satisfaction.
Key Responsibilities
- Service Drive Lane Management Oversee and manage service-lane operations to ensure smooth vehicle flow, timely customer assistance, and an organized arrival process.
- Vehicle Delivery Readiness Ensure all serviced vehicles are clean, quality-checked, and properly prepared for on-time delivery back to clients.
- Transportation Department Oversight Manage and coordinate the transportation team, including scheduling, dispatching, and optimizing operational efficiency.
- Loaner Fleet Coordination Monitor loaner-vehicle availability, maintain accurate usage reports, and ensure proper rotation and compliance with dealership policies.
- Service Counter Support Collaborate with the Service Manager to establish daily priorities and maintain efficient, customer-focused service counter operations.
- Advisor Coaching & Support Coach, support, and assist Service Advisors with daily responsibilities, customer interactions, and process adherence.
- Advisor Coverage Provide direct coverage for Service Advisors during PTO, training, or staffing gaps to ensure uninterrupted service operations.
- Customer Issue Resolution Assist in resolving customer concerns and service-related issues with professionalism, urgency, and a focus on long-term satisfaction.
- Saturday Service Leadership Participate in Saturday Service Express operations in a leadership capacity, supporting high-volume workflow and team performance.
- Professionalism & Team Culture Promote a culture of teamwork, professionalism, and customer satisfaction across all service-department functions.
Qualifications
- 3 years of prior experience in dealership service operations or automotive service leadership
- Strong communication, coaching, and customer-service skills
- Ability to multitask in a fast-paced environment
- Knowledge of service-lane processes, transportation logistics, and loaner-fleet operations
- Valid drivers license with a clean driving record
Performance Indicators
- Service-lane efficiency and reduced customer wait times
- Loaner-fleet accuracy and availability
- Customer satisfaction and retention metrics
- Advisor performance and process compliance
- On-time vehicle delivery rates
MileOne Autogroup is an equal-opportunity employer and maintains a drug-free work environment.
MileOne Benefits: https://www.mileonejobs.com/our-benefits.htm
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