Regional Service Director - Northeast Region

Hunter Truck•Royalton, VT

12h•$130,000 - $200,000

About The Position

The Regional Service Director leads service operations across all branches in the Northeast region, driving customer responsiveness, technician productivity, quality, safety, workforce development, and overall service performance. The position works closely with Branch Service Managers, regional leadership, and the SVP of Service to ensure consistent execution of enterprise standards while improving customer retention, reducing downtime, optimizing capacity, and strengthening regional financial performance. The role directly supervises 5–6 Branch Service Managers and is responsible for their development and performance, including interviewing, hiring, training, work direction, performance appraisals, and addressing employee concerns. Frequent travel across the region is required and may include overnight stays.

Requirements

Seven or more years of progressive service leadership experience in commercial vehicle, transportation, heavy equipment, dealership, fleet maintenance, or a related industry.
Proven ability to build collaborative relationships across Service, Parts, Sales, and Operations.
Valid driver's license and ability to meet company insurability standards.
Ability to read, analyze, and interpret business reports, financial statements, technical procedures, OEM requirements, and governmental regulations.
Ability to prepare reports, business correspondence, presentations, and operational communications, and communicate effectively with employees, customers, vendors, and leadership teams.
Ability to analyze budgets, financial reports, labor productivity metrics, service performance indicators, warranty trends, and operational data.
Ability to use data-driven decision-making to improve regional performance and achieve business objectives.
Ability to evaluate complex multi-location operational challenges and develop practical solutions aligned with organizational goals and service performance expectations.
Frequent regional travel is required; travel may include overnight stays.

Nice To Haves

Bachelor's degree in Business Administration, Operations Management, Diesel Technology, Automotive Technology, or a related field.
Two years of multi-location management experience.

Responsibilities

Own service operating performance across all branches and lead Branch Service Managers in achieving operational, financial, and customer service objectives.
Be accountable for customer responsiveness, technician productivity and utilization, turnaround time, quality, warranty recovery, and service cost performance.
Ensure consistent execution of enterprise service standards, systems, safety requirements, OEM certifications, and technical procedures.
Drive regional financial performance through labor sales growth, warranty recovery, technician productivity, service absorption, expense management, and effective use of service resources.
Allocate service leadership attention and technical resources across branches according to customer needs, workload, and operational performance.
Coach and develop Branch Service Managers and maintain succession plans for critical service leadership roles.
Partner with the SVP of Service on enterprise standards, operating procedures, safety requirements, OEM certification programs, technical training, and continuous improvement.
Partner with the Regional Parts Director to improve parts availability, reduce repair delays, and increase shop throughput.
Partner with the Regional Truck Sales Director on new-truck delivery support, warranty issues, customer onboarding, and strategic fleet requirements.
Lead regional service capacity planning, including technician staffing, bay utilization, hours of operation, and major equipment needs.
Work with Human Resources and Branch Service Managers to recruit, develop, and retain technicians and maintain a workforce pipeline.
Escalate chronic quality, staffing, safety, or customer issues to the Regional VP and SVP of Service with corrective actions.
Identify and implement process improvements to improve technician productivity, service efficiency, customer satisfaction, safety, and operational effectiveness.
Conduct regular branch performance reviews, use operational and financial metrics to identify opportunities, establish improvement plans, and ensure accountability.
Manage service as a strategic customer-retention capability while continually improving efficiency and economic performance.
Adhere to and promote workplace health and safety policies.
Carry out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems.