Regional Service Director - Northwest Region
About The Position
The Regional Service Director leads service operations across all branches in the Northwest Region and directly supervises Branch Service Managers. The role drives customer responsiveness, technician productivity, quality, safety, workforce development, and overall service performance. In partnership with branch and regional leaders and the SVP of Service, the Director ensures consistent execution of enterprise standards while improving customer retention, reducing downtime, optimizing capacity, and strengthening regional financial performance. The role is based in the Northwest Region, covering Buffalo, Rochester, Syracuse, Utica, and Owego, New York, and Scranton, Pennsylvania. It is full-time, exempt, and scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. Frequent travel to support field operations, leadership development, customer engagement, vendor partnerships, and strategic initiatives is required and may include overnight stays. Compensation is $130,000 to $200,000 per year. The position reports to the Regional Vice President and directly supervises five to six Branch Service Managers.
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 functions.
- 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, and use data-driven decision-making to improve performance.
- Ability to evaluate complex operational challenges involving multiple locations, competing priorities, personnel considerations, and customer requirements, and develop practical solutions aligned with organizational goals.
- Regular sitting, frequent walking, and occasional lifting or moving of up to 25 pounds.
- Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Nice To Haves
- Bachelor's degree in Business Administration, Operations Management, Diesel Technology, Automotive Technology, or a related field preferred.
- Two years of multi-location management experience preferred.
Responsibilities
- Own service operating performance across all branches in the region and directly lead Branch Service Managers to achieve operational, financial, and customer service objectives.
- Be accountable for customer responsiveness, technician productivity, 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 use of service resources.
- Allocate service leadership attention and technical resources across 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 to implement and sustain enterprise service standards, operating procedures, safety requirements, OEM certification programs, technical training initiatives, and continuous improvement efforts throughout the region.
- 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 for current and future needs.
- Escalate chronic quality, staffing, safety, or customer issues to the Regional VP and SVP of Service with clear corrective actions.
- Identify and implement process improvements that enhance technician productivity, service efficiency, customer satisfaction, safety performance, and operational effectiveness.
- Conduct regular branch performance reviews using operational and financial metrics to identify opportunities, establish improvement plans, and ensure accountability for regional service results.
- 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, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
