Mercedes Benz Service Lane Supervisor

Mercedes Benz of Fort Washington Service Lane Supervisor

Mercedes Benz of Fort Washington, a proud part of the Mile One Autogroup, one of the largest and most respected automotive groups in the Mid-Atlantic, is seeking a motivated, experienced Service Lane Supervisor to lead our dynamic service team.

The Service Lane 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 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

Mile One Autogroup is an equal-opportunity employer and maintains a drug-free work environment.