Position Overview

Blackstock Ford Lincoln is seeking a highly organized, motivated, and results-driven Tower Operator to oversee the daily flow of work through our Service Department.

The Tower Operator plays a critical role in maximizing shop productivity, technician efficiency, customer satisfaction, and overall departmental profitability. This position serves as the central communication point between Service Advisors, Technicians, the Shop Foreman, and Service Management to ensure repair orders are dispatched efficiently, work is completed on schedule, and customers receive timely service.

The successful candidate will have a strong understanding of automotive dealership service operations, excellent communication skills, and the ability to manage multiple priorities in a fast-paced Ford and Lincoln dealership environment.

Key Duties and Responsibilities.

Shop Dispatching & Workflow Management

- Manage and coordinate the daily dispatching of repair orders to technicians based on skill level, certification, availability, and workload.
- Maintain an organized and effective workflow throughout the service shop.
- Ensure repair orders are assigned promptly to minimize technician downtime.
- Prioritize customer-pay, warranty, internal, fleet, and express service work according to operational requirements.
- Monitor the progress of all active repair orders and identify potential delays before they impact promised completion times.
- Work closely with the Shop Foreman to ensure complex diagnostic and technical repairs are assigned to appropriately qualified technicians.
- Balance technician workloads to maximize shop capacity and efficiency.

2. Technician Productivity & Efficiency

- Monitor technician productivity, efficiency, and available hours throughout the day.
- Identify unassigned work, idle technicians, and workflow bottlenecks.
- Ensure technicians have a consistent flow of work available throughout their shifts.
- Review technician time punches and flag missing or inaccurate time entries.
- Communicate productivity concerns to the Shop Foreman and Fixed Operations Manager.
- Assist management in achieving departmental labour sales and gross profit objectives.




- Monitor jobs that exceed estimated repair times and escalate concerns promptly.

3. Repair Order Management

- Review repair orders for completeness before dispatching work.
- Confirm customer concerns and requested services are clearly documented.
- Ensure repair orders are properly categorized as customer-pay, warranty, internal, or other applicable work.
- Monitor repair order status from initial dispatch through completion.
- Ensure completed work is communicated promptly to Service Advisors.
- Identify repair orders awaiting customer authorization, parts, technical assistance, or additional diagnosis.
- Coordinate with the Parts Department to minimize delays caused by unavailable parts.
- Support proper documentation of warranty repairs and technician findings in accordance with Ford Canada's requirements.

4. Communication & Customer Service Support

- Serve as the primary communication link between Service Advisors and the workshop.
- Provide accurate and timely updates on repair progress and estimated completion times.
- Immediately communicate unexpected delays to Service Advisors.
- Support Service Advisors in managing customer expectations and promised delivery times.
- Coordinate with the Service Team Lead and Shop Foreman when additional technical support is required.
- Assist in prioritizing urgent repairs, customer transportation needs, and fleet vehicle downtime.
- Promote a culture of accountability, teamwork, and exceptional customer service.

5. Shop Capacity & Appointment Coordination

- Work with Service Advisors and the appointment scheduling team to manage daily shop capacity.
- Review scheduled appointments against technician availability and expected repair hours.
- Identify potential overbooking or scheduling conflicts.
- Ensure appropriate time and technician resources are allocated for diagnostic, maintenance, recall, and major repair work.




- Assist with planning carryover repairs and next-day shop requirements.
- Coordinate the timely movement of vehicles into and out of service bays.
- Support efficient scheduling of Ford and Lincoln fleet customers to minimize vehicle downtime.

6. Parts Coordination & Repair Delays

- Communicate directly with the Parts Department regarding parts availability and estimated arrival times.
- Monitor vehicles awaiting parts and ensure repair orders are properly tracked.
- Reassign technicians to productive work when repairs are delayed.
- Notify Service Advisors of parts-related delays that affect customer commitments.
- Coordinate with Parts and Service Management to prioritize repairs when required components arrive.

7. Quality Control & Operational Standards

- Work with the Shop Foreman to ensure completed repairs meet dealership and manufacturer quality standards.
- Ensure appropriate road tests and quality-control inspections are coordinated where required.
- Confirm all technician work has been properly documented before repair orders move to the closing process.
- Maintain awareness of Ford and Lincoln warranty procedures, recalls, and service requirements.
- Promote a safe, clean, and organized shop environment.
- Escalate concerns involving technician performance, repair quality, or workplace safety to management.

Leadership & Accountability

The Tower Operator is expected to take ownership of the daily workflow of the Service Department and operate with a strong sense of urgency and accountability.

The Tower Operator is responsible for ensuring that every available technician hour is managed effectively, every repair order is actively monitored, and every customer commitment is treated as a priority.

At Blackstock Ford Lincoln, we are committed to building a high-performing Service Department recognized for operational excellence, customer satisfaction, and profitability.

The Tower Operator will be instrumental in helping us achieve these objectives by creating structure, improving communication, maximizing technician efficiency, and ensuring our shop operates at its full potential.

Pay: $40,000.00-$65,000.00 per year

Work Location: In person

📌 Service Department Tower Operator (Orangeville)
🏢 Blackstock Ford Lincoln
📍 Orangeville