Regional Mobile Service Manager

Dobbs Peterbilt•Sumner, WA

14h•Onsite

About The Position

The Regional Mobile Service Manager (RMSM) is responsible for the performance, productivity, and operational execution of all mobile service technicians across assigned locations. This role exists to ensure mobile service operates as a high-output, revenue-generating, customer-facing extension of the service network, not a support function. The RMSM operates with a high sense of urgency and direct accountability for technician performance outcomes, including productivity, efficiency, engagement, safety compliance, and customer satisfaction. This role is the primary driver of mobile technician effectiveness, ensuring every technician is fully utilized, properly supported, and consistently delivering high-quality service in the field. The RMSM is expected to rapidly diagnose operational issues, implement corrective action, and either resolve problems directly or escalate to the appropriate resource without delay.

Requirements

Proven ability to lead and manage multi-location technician teams
Strong coaching, mentoring, and performance management capability
Deep understanding of mobile service operations and field repair environments
Ability to diagnose operational breakdowns and implement rapid corrective action
High sense of urgency with bias toward immediate resolution
Strong cross-functional collaboration skills (Service, Parts, Sales, Warranty, IT, National Accounts)
Effective conflict resolution and constructive communication style
Ability to operate in a high-demand, fast-moving service environment
Proficient in Microsoft Excel and Word
Experience with dealership management systems
Ability to interpret operational dashboards and performance reports
Comfort working with multi-source data to drive decision making
Operates with urgency and ownership at all times
Focuses on execution, not excuses
Holds technicians and locations accountable to performance standards
Prioritizes uptime, revenue, and customer experience equally
Proactively identifies issues before they become operational failures
Maintains clear, direct, and solution-oriented communication
Ability to understand opposing points of view on highly complex issues, negotiate, and integrate different viewpoints.
Ability to organize and prioritize work schedules of others on long-term basis.
Ability to make decisions with significant impact on department’s credibility, operations, and services.
Ability to formulate complex and comprehensive materials, such as legal documents, authoritative reports, official publications of major scope and impacts, and make formal presentations.
Ability to compute, analyze, and interpret complex statistical data and develop forecasts and computer models.
Regularly required to use hands to handle or feel, reach with hands and arms, and talk or hear.
Frequently required to stand, walk, climb or balance, stoop, kneel, crouch or crawl, and taste or smell.
Occasionally required to sit.
Must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 65 pounds.
Specific vision abilities required by this job include color vision, peripheral vision, depth perception, and the ability to adjust focus.
Contribute to a work environment that is based on trust and respect.
Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.
Suggest ways to improve the efficiency of conducting their job duties.
Promote continuous improvement and change to support company growth.
Mentor others unselfishly.
Give credit where it’s due.
Adhere to the policies contained in the Employee Handbook.
Adhere to the Company’s Employee Conduct Policy.
Support management decisions toward meeting company goals.
Be open and receptive to new ideas, regardless of their origin.
Make prudent decisions, which are based on the best interest of the Company and its long-term future.

Responsibilities

Directly manage mobile technician productivity, efficiency, and output across assigned region
Ensure daily full utilization of all mobile technicians
Monitor and actively manage: Productivity, Efficiency, Revenue per technician, Work completion rates
Remove barriers preventing technician execution (parts, approvals, scheduling, communication gaps)
Provide daily leadership, coaching, and performance feedback to mobile technicians
Develop and execute technician improvement plans focused on: Productivity, Technical proficiency, Customer interaction quality
Conduct structured field visits, ride-alongs, and performance evaluations
Drive technician engagement, retention, and accountability
Collaborate with fixed operations leadership to ensure balanced workload distribution
Coordinate dispatch between shop and mobile units to eliminate idle capacity
Align mobile service capacity with customer demand and regional workload trends
Ensure seamless handoff between departments (Service, Parts, Warranty, Customers)
Serve as escalation point for customer-facing mobile service issues
Ensure timely resolution of on-site customer concerns
Act as liaison between technicians and customers when issues arise
Maintain high service reliability and customer satisfaction in field operations
Conduct regular: QCIs (Quality Control Inspections), Safety audits, Field compliance checks
Enforce adherence to company safety standards and mobile service procedures
Address quality issues immediately and implement corrective actions
Develop and maintain productivity and performance reporting for mobile operations
Track and analyze key performance indicators across all technicians and locations
Use data to identify: Underperformance, Capacity gaps, Training needs
Drive accountability through consistent performance visibility