Ford Mobile Service Coordinator

• 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.

Key Performance Indicators (KPIs) – Ford Mobile Service Coordinator

Productivity & Revenue

• 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
   

Efficiency & Process

• 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
   

Customer Experience

• 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
   

Growth & Business Development

• 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
   

Performance Expectations

• 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