Service Operations Supervisor - Mercedes Benz

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 servicelane operations, ensuring efficient vehicle flow, and delivering an exceptional customer experience. This role provides leadership across the service drive, transportation team, loanerfleet 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 servicelane operations to ensure smooth vehicle flow, timely customer assistance, and an organized arrival process. Vehicle Delivery Readiness Ensure all serviced vehicles are clean, qualitychecked, and properly prepared for ontime delivery back to clients. Transportation Department Oversight Manage and coordinate the transportation team, including scheduling, dispatching, and optimizing operational efficiency. Loaner Fleet Coordination Monitor loanervehicle 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, customerfocused 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 servicerelated issues with professionalism, urgency, and a focus on longterm satisfaction. Saturday Service Leadership Participate in Saturday Service Express operations in a leadership capacity, supporting highvolume workflow and team performance. Professionalism & Team Culture Promote a culture of teamwork, professionalism, and customer satisfaction across all servicedepartment functions. Qualifications + 3 years of prior experience in dealership service operations or automotive service leadership Strong communication, coaching, and customerservice skills Ability to multitask in a fastpaced environment Knowledge of servicelane processes, transportation logistics, and loanerfleet operations Valid driver's license with a clean driving record Performance Indicators Servicelane efficiency and reduced customer wait times Loanerfleet accuracy and availability Customer satisfaction and retention metrics Advisor performance and process compliance Ontime vehicle delivery rates MileOne Autogroup is an equal-opportunity employer and maintains a drug-free work environment. MileOne Benefits: 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 MileOne Autogroup represents 73 franchises with 25 automotive brands and operates 56 service centers in Maryland, Pennsylvania, Virginia, North Carolina, Delaware and Missouri. Its portfolio includes the Heritage, Herb Gordon, Annapolis, MotorWorld, Hall and Plaza Motors divisions. We are the largest automotive sales and service network in the region with our corporate office located in Towson, Maryland. We believe taking care of our employees is the most important step in creating a positive workplace and a successful company. MileOne is dedicated to meeting the needs of our employees and then exceeding them by providing opportunities for career growth, outstanding benefits, competitive salaries and a culture designed to allow you to be your best. We are always seeking talented and motivated individuals who want to begin an exciting and rewarding career in a growing company.