Service Operations Supervisor - Mercedes Benz

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. MileOne Benefits: https://www.mileonejobs.com/our-benefits.htm By applying for this job, you agree to receive email communication, as well as telephone and/or SMS text communications using an autodialer or otherwise, at the number you have provided. Message and data rates may apply; text STOP to opt out after receiving text communications. HEGE123