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Service Operations Supervisor - Mercedes Benz
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Fort Washington Automotive Ventures, LLC
Full-Time
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Job Description
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. We're 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 you're 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 driver's 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.