Director of Service

Dobbs Peterbilt•Memphis, TN

1d•Hybrid

About The Position

The Director of Service is responsible for providing leadership, oversight, and execution support for Service and Body operations across assigned dealership locations. This position supports the VP of Service in carrying out company service strategy, business plans, operational standards, customer service expectations, employee development initiatives, warranty processes, safety practices, and financial performance objectives. Frequent travel to assigned dealership locations, company meetings, customer or vendor meetings, and other business-related activities is expected as part of this role. The VP of Service retains enterprise-level strategic direction, final approval, and overall accountability for service performance, while the Director of Service helps translate that direction into consistent operational execution across assigned locations. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Requirements

Bachelor’s degree in business, operations, transportation, management, or a related field preferred; equivalent combination of education, leadership experience, and relevant service operations experience may be considered.
Ten or more years of progressive experience in commercial truck, dealership service, heavy-duty repair, fleet maintenance, transportation, or a related service operations environment.
Demonstrated experience leading or supporting service department operations, including financial performance follow-up, KPI review, employee development, customer service processes, safety, warranty administration, and operational improvement initiatives.
Prior experience managing, coaching, or influencing service managers, body shop managers, foremen, advisors, warranty personnel, or technician teams in support of consistent execution and accountability.
Ability and willingness to travel frequently to dealership locations and other business-related destinations as needed to support operational execution, leadership alignment, customer support, and company initiatives.
Ability to understand service operations, financial performance, customer concerns, employee matters, OEM requirements, and store-level challenges; evaluate multiple viewpoints; and help align teams around practical solutions consistent with VP of Service direction.
Ability to manage multiple priorities across assigned locations, follow up on action items, support operating routines, coordinate with store and regional leaders, and maintain focus on key service department objectives.
Ability to assess operational issues, interpret available data, identify root causes, recommend corrective actions, and make timely decisions within assigned authority while escalating strategic, financial, or high-risk matters to the VP of Service.
Ability to communicate clearly with executive leadership, store leaders, employees, OEM representatives, vendors, and customers; prepare operational summaries, performance updates, recommendations, and presentations that support decision making and consistent execution.
Ability to review and interpret service department financials, KPI reports, warranty trends, technician productivity, labor sales, WIP, overtime, forecasted workload, and other operational data to support recommendations and follow-up actions.
Maintain professional, respectful, and productive working relationships with employees, customers, vendors, manufacturer representatives, peers, and leadership.
Communicate clearly, constructively, and timely with managers and stakeholders regarding priorities, performance expectations, risks, and follow-up actions.
Support company goals, approved business initiatives, management direction, and operational priorities through consistent follow-through and accountability.
Promote teamwork, operational consistency, continuous improvement, and positive change that supports company growth and customer satisfaction.
Demonstrate sound judgment, ethical decision-making, ownership of commitments, and professionalism in representing the Company.
Provide guidance, recognition, and constructive feedback in a manner that supports employee development, trust, and accountability.
Follow applicable company policies, Employee Handbook expectations, employee conduct standards, safety requirements, and compliance obligations.
Use company resources, systems, information, and time responsibly and in support of legitimate business needs.
Be receptive to new ideas, feedback, and process improvements that support safer, more efficient, and more effective operations.
Exercise prudent business judgment and make decisions that support the Company’s long-term interests, values, and customer commitments.

Nice To Haves

Experience supporting multi-location service operations within a commercial truck dealership group, heavy-duty repair network, fleet maintenance organization, or transportation service environment.
Strong working knowledge of service department financial drivers, including revenue, gross profit, labor sales, effective labor rate, technician productivity, efficiency, WIP management, expense control, overtime, and operating budget concepts.
Familiarity with OEM standards, warranty guidelines, dealer management systems, labor operation processes, KPI reporting, operational scorecards, and service performance review routines.
Proficiency with Microsoft Excel, Word, Outlook, dealer management systems, OEM systems, and business reporting tools used to review performance, identify trends, and support follow-up actions.
Effective communication, organization, coaching, collaboration, change management, problem solving, and follow-through skills, with the ability to influence store and regional leaders without assuming VP-level final authority.

Responsibilities

Support the VP of Service in the development and execution of Service and Body business plans, including revenue objectives, gross profit targets, expense controls, capital planning inputs, labor rate recommendations, and market competitiveness analysis.
Monitor Service and Body financial performance across assigned locations, review plan-versus-actual results, identify variances, and work with regional and store leadership to develop corrective action plans aligned with VP of Service direction.
Drive execution support for gross profit improvement, net profit awareness, technician productivity, overtime control, work in process management, expense discipline, and service capacity utilization within assigned areas of responsibility.
Support the development, communication, implementation, and reinforcement of operating standards established by the VP of Service, including work order management, repair cycle time, estimate accuracy, scheduling, shop throughput, service advisor processes, and customer communication.
Ensure assigned locations understand and execute against OEM certification requirements, facility standards, tooling expectations, safety practices, environmental requirements, and company operating procedures, escalating gaps or resource needs to the VP of Service as appropriate.
Promote consistent use of OEM, supplier, dealer management, and reporting systems to support reporting discipline, operational visibility, and informed decision making by store, regional, and executive leadership.
Support the VP of Service and store leadership in improving customer experience by helping ensure disputes, escalations, communication concerns, and service recovery opportunities are addressed in a professional and timely manner.
Review customer satisfaction feedback, operational data, and field input to identify trends, recommend actions, and support execution of customer retention and service quality improvements approved by leadership.
Collaborate with sales, parts, marketing, and store leadership to support local execution and awareness of service capabilities, truck care programs, engine certification capabilities, mobile service opportunities, and hours of operation consistent with company strategy.
Provide leadership, coaching, and execution support to Service and Body leadership teams across assigned locations, helping ensure alignment with VP of Service expectations and company operating priorities.
Assist the VP of Service, Human Resources, regional leadership, and store management with recruiting, selection, onboarding, retention, succession planning, and performance management activities for key service leadership and technician roles.
Support implementation of technician training, OEM education, apprentice development, productivity improvement, and proficiency growth programs in alignment with direction established by the VP of Service, company leadership, and manufacturer expectations.
Reinforce professional communication, accountability, customer focus, teamwork, and continuous improvement within Service and Body operations, ensuring store-level behaviors support broader service department objectives.
Work with the Warranty Manager, vendors, OEM representatives, and store teams to support accurate and timely warranty claim submission, follow-up, and collection in accordance with manufacturer requirements, company processes, and priorities established by the VP of Service.
Identify process improvement opportunities, provide recommendations to the VP of Service, and help implement approved best practices that support customer satisfaction, financial performance, technician efficiency, and operational consistency.