Regional Service Director - Northeast Region

HUNTER TRUCK SALES & SERVICE•Royalton, VT

About The Position

The Regional Service Director leads service operations across all branches in the Northeast region and directly supervises 5–6 Branch Service Managers. The role is accountable for customer responsiveness, technician productivity, quality, safety, workforce development, and regional service performance. It partners with regional leaders and the SVP of Service to consistently apply enterprise standards, improve customer retention, reduce downtime, optimize service capacity, and strengthen financial results. The director oversees service operating and financial performance, including labor sales, warranty recovery, service absorption, expenses, technician productivity, turnaround time, and resource utilization. The role also leads regional capacity planning and workforce development, coordinates with Parts, Truck Sales, Human Resources, and service leadership, and conducts branch performance reviews to establish and monitor improvement plans. Frequent travel across the region is required, including possible overnight stays. The position is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., and reports to the Regional Parts Manager.

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.
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.
Ability to 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, and use data-driven decision-making.
Ability to evaluate complex multi-location operational challenges and develop practical solutions aligned with organizational goals and service expectations.
Valid driver's license and ability to meet company insurability standards.
Ability to meet the position's physical demands, including regularly sitting, frequently walking, and occasionally lifting or moving up to 25 pounds.
Ability to travel frequently for field operations, leadership development, customer engagement, vendor partnerships, and strategic initiatives; 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

Lead service operations across all branches in the region and directly manage each Branch Service Manager to achieve operational, financial, and customer-service objectives.
Manage 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 service financial performance through labor sales growth, warranty recovery, technician productivity, service absorption, expense management, and effective resource utilization.
Allocate leadership attention and technical resources among branches based on 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.
Partner 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 using operational and financial metrics; identify opportunities, establish improvement plans, and ensure accountability.
Manage service as a customer-retention capability while improving efficiency and economic performance.
Adhere to and promote workplace health and safety policies.
Carry out supervisory duties, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, and resolving problems.