Team Lead, Service Coordinator

About Clutch At Clutch, we are reinventing the way Canadians buy and own cars. We had enough of traditional dealerships that took advantage of customers and knew that we could build an incredible car-buying experience while leaving a positive impact on the communities we serve. Recently named one of the Fastest Growing Canadian Companies by the Globe & Mail and one of the Top Canadian Startups by LinkedIn, we’re looking to add to our great team of people who embrace hard things, think like owners, and love to help their teammates. We pride ourselves on our high-quality certified vehicles, great prices, and customer experience. By visiting clutch.ca, customers can browse a large selection of high-quality vehicles, buy a car that's right for them, and enjoy seamless delivery—all from the comfort of their homes. Founded in 2016 and headquartered in Toronto, Clutch services Alberta, British Columbia, Nova Scotia, New Brunswick, Newfoundland, Ontario, Prince Edward Island, and Saskatchewan. We are backed by world-class investors including D1 Capital Partners, Canaan, BrandProject, Real Ventures, Upper90, FJ Labs, Global Founders Capital, and Azure Capital Partners. About the Role As a Team Lead, Service Coordinator, you will oversee an assigned vehicle service queue, ensuring vehicles progress efficiently from intake to delivery readiness. You'll review inspections, authorize repairs, coordinate with cross-functional teams, and manage priorities to balance vehicle quality, turnaround times, and customer commitments. Working closely with Production, Customer Experience, Delivery, and Repair teams, you'll provide status updates, resolve service-related issues, maintain accurate documentation, and help identify opportunities to improve processes and operational efficiency. This role is ideal for someone with strong automotive knowledge, sound decision-making skills, and experience managing multiple priorities in a fast-paced environment. What You’ll Do Service Queue Management: • Own and manage an assigned vehicle service queue from intake through completion. • Prioritize vehicles based on delivery commitments, customer impact, aging, and operational needs. • Monitor vehicle status throughout the repair process and proactively address delays or bottlenecks. • Ensure vehicles progress efficiently through inspection, repair, quality control, and delivery readiness. Repair Authorization & Decision Making: • Review inspection findings, technician recommendations, and repair estimates. • Approve repairs within established guidelines and escalation thresholds. • Balance vehicle quality, repair costs, turnaround time, and customer outcomes when making decisions. • Ensure repairs align with Clutch quality standards and operational objectives. Stakeholder Communication: • Act as the primary liaison between Production, Customer Experience, and Delivery teams for service-related matters. • Provide timely and accurate updates on vehicle status, repair timelines, and delays. • Support internal escalations by gathering information, evaluating repair options, and recommending solutions. • Maintain clear documentation of decisions, approvals, and communication. Operational Execution: • Create, manage, and close repair orders accurately and efficiently. • Maintain service records, repair documentation, and supporting data within company systems. • Ensure adherence to service processes, approval workflows, and service-level agreements. • Support daily operational reviews by identifying risks, delays, and priority vehicles. Continuous Improvement: • Identify recurring repair trends, workflow inefficiencies, and operational bottlenecks. • Provide feedback to Production, Inspection, and Leadership teams to improve vehicle quality and throughput. • Support process improvement initiatives aimed at reducing turnaround times, minimizing rework, and improving stakeholder experience. • Contribute to the development of service standards, repair guidelines, and operational best practices. What We’re Looking For • 5+ years of experience in automotive service operations, service advising, fleet maintenance, or vehicle reconditioning. • Strong understanding of automotive systems and repair processes. • Experience reviewing technician inspections and repair recommendations. • Ability to manage competing priorities in a fast-paced operational environment. • Strong written and verbal communication skills. • Experience working cross-functionally with multiple stakeholders. • Proficiency with operational systems, repair management software, and productivity tools. • Valid driver's license. Nice to Have • Previous experience as a service advisor in a fast paced shop or OEM dealership. • Knowledge of vehicle repair systems such as: • Engines: Fixing problems with fuel, exhaust, and emission systems. • Electrical: Testing and replacing batteries, starters, alternators, and wiring. • Drivetrain: Repairing transmissions, clutches, and axles. • Steering & Suspension: Fixing shocks, springs, and wheel alignments. • Brakes: Servicing anti-lock brakes (ABS), pads, and rotors. • Climate Control: Repairing heating and air conditioning (HVAC) systems. • Understanding of warranty administration and claims. • Knowledge of production scheduling and workflow management. • Familiarity with vehicle operations, logistics or fleet environments. • Experience using service management systems and reporting dashboards. • Supervisory or team leadership experience for up to 20 automotive technicians. • Closing to obtain your 310S license. Why You’ll Love It at Clutch • Autonomy & Ownership – play a key role in ensuring vehicles meet Clutch’s high standards. • Career Growth – opportunities to develop skills in automotive operations. • Team Environment – collaborate with passionate colleagues committed to quality and efficiency. • Competitive Compensation – hourly wage with overtime opportunities. Employment Type • New, Permanent Full-Time Compensation & Benefits • Wage: $32.00-36.00 per hour • Overtime opportunities • Health & dental benefits Clutch is committed to fostering an inclusive workplace where all individuals have an opportunity to succeed. If you require accommodation at any stage of the interview process, please email talent@clutch.ca.