Regional Service Director - Southwest Region

HUNTER TRUCK SALES & SERVICE•Clearfield, PA

3d•Onsite

About The Position

The Regional Service Director leads service operations across all branches in the Southwest Region and directly supervises Branch Service Managers. The role is accountable for customer responsiveness, technician productivity and utilization, turnaround time, quality, warranty recovery, safety, workforce development, and overall regional service performance. It partners with regional and enterprise leadership to execute service standards, improve customer retention, reduce downtime, optimize capacity, and strengthen financial results. The position requires frequent travel among regional locations and may involve overnight stays. It supervises 5–6 Branch Service Managers and includes hiring, training, work direction, performance appraisal, employee recognition and discipline, and resolving complaints and problems. A bachelor's degree in a related field is preferred, along with seven or more years of progressive service leadership experience; two years of multi-location management experience is preferred.

Requirements

Seven or more years of progressive service leadership experience in commercial vehicles, transportation, heavy equipment, dealerships, fleet maintenance, or a related industry.
Proven ability to build collaborative relationships across Service, Parts, Sales, and Operations.
Ability to read 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.
Ability to use data-driven decision-making to improve regional performance and achieve business objectives.
Ability to assess complex operational challenges involving multiple locations, competing priorities, personnel considerations, and customer requirements, and develop practical solutions aligned with organizational goals.
Valid driver's license and ability to meet company insurability standards.
Ability to regularly sit, frequently walk, and occasionally lift or move up to 25 pounds.
Ability to meet the position's vision requirements, including close, distance, and color vision, peripheral vision, depth perception, and adjusting focus.
Frequent travel to support 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 Branch Service Managers to meet operational, financial, and customer service objectives.
Own results for customer responsiveness, technician productivity and utilization, turnaround time, quality, warranty recovery, and service costs.
Ensure consistent use of enterprise service standards, systems, safety requirements, OEM certifications, and technical procedures.
Improve regional financial performance through labor sales growth, warranty recovery, technician productivity, service absorption, expense management, and resource utilization.
Allocate leadership attention and technical resources among branches according to customer needs, workload, and operational results.
Coach and develop Branch Service Managers and maintain succession plans for critical service leadership roles.
Partner with the SVP of Service to implement enterprise standards, procedures, safety requirements, OEM certification programs, technical training, and continuous improvement efforts.
Work with the Regional Parts Director to improve parts availability, reduce repair delays, and increase shop throughput.
Work 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 improvements to technician productivity, service efficiency, customer satisfaction, safety, and operational effectiveness.
Conduct regular branch performance reviews using operational and financial metrics, establish improvement plans, and ensure accountability for regional results.
Manage service as a customer-retention capability while improving its efficiency and economic performance.
Promote and follow workplace health and safety policies.
Carry out supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, and resolving complaints and problems.