Director, Service

Atlantic Detroit Diesel Allison•Lodi, NJ

About The Position

The Director of Service is accountable for the operational, financial, and safety performance of heavy‑duty diesel service operations across on‑highway and off‑highway applications. This role provides strategic and hands‑on leadership to field and shop service teams to drive profitable growth, disciplined execution, and high customer satisfaction.

Requirements

Bachelor’s degree preferred; equivalent experience considered.
5+ years of progressive leadership experience in heavy‑duty diesel service operations.
Strong understanding of truck, bus, generator, marine, and industrial diesel platforms.
Demonstrated experience managing P&L performance, WIP, PoC, and service KPIs.
Proven ability to lead multi‑site and multi‑discipline service teams.
Proficient and adaptable with business systems, including KDS Oracle, ServicePro, Power BI, and SAP Business Objects.
Strong analytical and problem‑solving capability
Leadership through influence, accountability, and execution
Clear, executive‑level communication and presentation skills
High attention to detail with the ability to perform under pressure
Balanced approach to customer satisfaction and financial discipline
Demonstrated ability to lead cultural and process change

Responsibilities

Lead daily service operations across all assigned locations and product lines, ensuring alignment to revenue, gross profit, safety, and customer experience objectives.
Establish, document, and enforce standardized service processes consistent with OEM requirements and industry best practices.
Ensure consistent execution of work order control, scheduling, dispatch, billing, and job close‑out.
Own monthly service performance vs. budget, including:
Revenue and gross profit attainment
Labor efficiency and recovery
Cost control and margin improvement
Monitor and control Work in Process (WIP) to ensure timely job completion, accurate billing, and minimal aged WIP.
Review Percentage of Completion (PoC) monthly with service leadership to ensure accurate revenue and margin recognition.
Forecast annual service revenue and margin by location.
Lead and oversee the Planned Maintenance Sales Manager to drive PM contract sales, renewals, and execution quality.
Ensure PM programs are properly scoped, priced, scheduled, and delivered to meet contractual and profitability targets.
Oversee warranty administration, recovery, and compliance with OEM policies.
Analyze warranty trends, repeat failures, and quality issues; implement corrective actions to reduce rework and exposure.
Evaluate liability exposure related to workmanship, warranty claims, and customer complaints.
Maintain strong accounts receivable performance, including:
Timely invoicing
Reduction of aged receivables
Resolution of billing disputes
Champion a safety‑first culture, ensuring compliance with company policy, OSHA, DOT, and site-specific requirements.
Oversee service facilities, tooling, and infrastructure to support safe and efficient operations.
Ensure all service activities are conducted ethically and in accordance with quality and safety standards.
Develop and manage service‑related CapEx plans, including tooling, vehicles, facilities, and major equipment.
Build business cases for capital investments tied to productivity, safety, capacity, or margin improvement.
Plan and manage technician headcount, skills mix, and deployment to meet current and forecasted demand.
Recruit, develop, train, and retain technical and supervisory talent.
Set performance expectations, conduct reviews, and address performance or conduct issues.
Ensure compliance with OEM, safety, technical, and company‑required training.