The Workshop Controller plans, organizes, leads, and controls the flow of service work through the Toyota / Lexus Service Department in a professional, timely manner while ensuring high-quality repairs at a fair cost to the customer. This position is responsible for opening and closing repair orders for the Aftersales Department.
ESSENTIAL DUTIES
Schedule and dispatch repair orders to technicians based on skill level, certifications, and availability to ensure efficient workflow and maximum productivity.
Monitor repair progress throughout the day, making adjustments as needed to balance technician workload, accommodate urgent jobs, or address delays due to parts or approvals.
Accurately document all repair orders, including customer complaints, diagnostic results, recommended services, labor time, and parts used, in line with dealership and manufacturer standards.
Communicate clearly and consistently with service advisors and customers regarding repair status updates, changes to estimates or timelines, and additional service needs.
Coordinate closely with the parts department to confirm availability, expedite orders, and minimize delays, ensuring technicians have required components for timely job completion.
Review completed repair orders to confirm that all work has been performed accurately and meets quality expectations; address comebacks promptly and thoroughly.
Maintain detailed and up-to-date service logs, technician assignments, and repair timelines to support operational efficiency and compliance with documentation protocols.
Ensure all service activities follow OSHA regulations, hazardous material handling standards, and other applicable safety and environmental requirements.
Participate in training sessions and stay current on manufacturer updates, dealership procedures, and evolving service technologies to support continuous improvement.
QUALIFICATIONS
Education:
High School Diploma or Equivalent
Experience:
Minimum of 2-5 years of experience in an automotive service department, including at least 1–2 years in a dispatching, service advisor, or supervisory role.
Prior experience working with dealership management systems (DMS) such as Reynolds & Reynolds, CDK, or similar platforms is highly desirable.
Experience in a Toyota or Lexus dealership environment is a plus.
Certifications/Licenses:
Guam Driver’s License
KNOWLEDGE, SKILLS, AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Knowledge
Understanding of Toyota / Lexus service protocols, warranties, and manufacturer standards.
Familiarity with vehicle systems, diagnostics, and repair procedures.
Knowledge of dealership operations and service department workflow.
Awareness of OSHA safety regulations and environmental compliance.
Skills
Effective scheduling and dispatching of technician workloads.
Excellent written and verbal communication.
Accurate documentation and estimate preparation.
Conflict resolution and customer service skills.
Proficiency in dealership management software (DMS), spreadsheets, and office applications.
Abilities
Lead and coordinate a team of technicians and support staff.
Adapt to a fast-paced, high-pressure environment.
Prioritize tasks and manage multiple responsibilities.
Analyze information to make timely and sound decisions.
Build positive relationships with customers, colleagues, and vendors.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires a combination of sedentary work and mobility throughout the day. The employee will be required to sit at a desk and use a computer for extended periods but will also regularly walk and stand while moving between workstations in the service area.
The employee must occasionally lift and/or move up to 15 pounds, such as files, office supplies, or light equipment.
The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, and viewing a computer terminal.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position may be exposed to typical service department conditions including vehicle noise, odors, and occasional outdoor elements when checking on vehicles or communicating with technicians.
SUPERVISORY RESPONSIBILITY
This position has no direct supervisory responsibility
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
