Position Summary
Tom Wood Audi is seeking a highly organized and results-driven Production Manager / Dispatcher to oversee the daily workflow of our service department. This role is responsible for maximizing technician productivity, efficiently dispatching repair orders, managing shop capacity, monitoring work-in-progress, and ensuring an exceptional experience for both customers and team members.
The ideal candidate thrives in a fast-paced environment, communicates effectively with service advisors, technicians, and parts personnel, and is committed to achieving operational excellence while embodying the Tom Wood Core Values of Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity.
Essential Responsibilities
Shop Workflow Management
- Dispatch repair orders to technicians based on skill level, certifications, workload, and efficiency.
- Monitor daily shop productivity and labor utilization.
- Balance technician workloads to maximize shop throughput and minimize downtime.
- Coordinate and prioritize customer-pay, warranty, internal, and express service work.
- Ensure repair orders move efficiently through the service process.
Production Oversight
- Track vehicle progress from write-up through delivery.
- Identify and resolve bottlenecks affecting production.
- Work closely with Service Advisors to provide real-time updates on repair status.
- Ensure promised completion times are achieved whenever possible.
- Monitor technician efficiency, proficiency, and workflow opportunities.
Communication & Coordination
- Collaborate with Service Advisors, Technicians, and Parts Department personnel to ensure repairs are completed timely and accurately.
- Assist in maintaining clear communication regarding parts delays, technician availability, and customer expectations.
- Facilitate daily shop production meetings and workflow reviews.
- Escalate concerns impacting customer satisfaction or operational efficiency.
Quality & Compliance
- Verify repair orders contain proper documentation and technician assignments.
- Ensure warranty and manufacturer requirements are followed.
- Support adherence to Audi and dealership service standards.
- Promote a safe, organized, and productive work environment.
- Maintain compliance with all company policies and procedures.
Leadership Support
- Assist the Service Manager in achieving departmental goals.
- Support technician development by identifying training opportunities.
- Help foster a positive, collaborative culture focused on teamwork and accountability.
- Lead by example through professionalism, consistency, and strong organizational skills.
Qualifications
Required
- Previous dispatching, shop foreman, lead technician, or service management experience preferred.
- Strong understanding of dealership service operations.
- Excellent organizational and multitasking abilities.
- Strong communication and problem-solving skills.
- Proficiency with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar).
- Ability to analyze workflow and make real-time operational decisions.
- Valid driver's license with an acceptable driving record.
Preferred
- Experience with Audi, Volkswagen, or luxury automotive brands.
- Knowledge of warranty processes and manufacturer requirements.
- Leadership or supervisory experience in a fixed operations environment.
- 3+ years of automotive dealership service experience
Key Performance Indicators (KPIs)
- Technician Productivity
- Technician Efficiency
- Labor Sales Growth
- Repair Order Cycle Time
- Hours Per Repair Order
- Customer Satisfaction (CSI)
- On-Time Vehicle Delivery
- Shop Capacity Utilization
- Warranty Compliance
Physical Requirements
- Ability to walk the service drive and shop frequently.
- Ability to stand for extended periods.
- Occasional lifting up to 25 pounds.
- Ability to work in a fast-paced dealership environment.
Why Work Here?
At Tom Wood Group, you’re more than an employee—you’re a part of a family-owned company that has been serving communities for over 50 years. We believe in investing in our people through training, career development, and advancement opportunities. Our team thrives on collaboration, integrity, and a sincere desire to help others, and we’re passionate about creating an environment where you can grow both personally and professionally.
What Makes Us Different?
- A company built on core values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity
- Opportunities to advance across multiple industries and locations
- A culture that values your contributions and celebrates success
- Comprehensive benefits designed to support you and your family
What We Offer
- Paid Time Off & Vacation
- Paid Holidays
- Medical, Dental & Vision Coverage
- 401(k) with Company Match
- Life & Disability Insurance
- Professional Training & Career Development
- Tuition Reimbursement
- Service Awards
- Opportunities for Advancement
Our Core Values
Humbly Confident | Passionately Driven | Sincere Desire to Help Others | Uncompromising Integrity
Employment Requirements:
All offers are contingent upon passing a background check, motor vehicle record review, social security verification, and drug screening. Tom Wood Group is an Equal Opportunity Employer.