Regional Service Director - Southeast Region
About The Position
The Regional Service Director leads service operations across all branches in the Southeast Region, driving customer responsiveness, technician productivity, quality, safety, workforce development, and overall service performance. The role directly leads Branch Service Managers and partners with regional leadership and the SVP of Service to execute enterprise service standards, improve customer retention, reduce downtime, optimize service capacity, and strengthen financial performance. The position oversees operational and financial results across regional branches, including labor sales, warranty recovery, service absorption, expenses, utilization, turnaround time, and service quality. It supports branch leaders, coordinates service resources and capacity, and collaborates with Parts, Truck Sales, Human Resources, and company leadership on customer needs, staffing, training, equipment, and continuous improvement. This is a full-time, exempt role based in the Southeast Region, with locations listed in Pennsville and Clarksburg, New Jersey, and Allentown and Lancaster, Pennsylvania. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Frequent travel is required and may include overnight stays. The position 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.
- Ability to evaluate complex operational challenges involving multiple locations, competing priorities, personnel considerations, and customer requirements and develop practical solutions.
- Ability to sit regularly, walk frequently, and occasionally lift or move up to 25 pounds.
- Ability to meet the position's frequent travel requirements, which 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 regional branches and lead each Branch Service Manager in achieving 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.
- 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 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.
- Manage service as a strategic customer-retention capability while continually improving its efficiency and economic performance.
- Adhere to and promote workplace health and safety policies.
- Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
- Travel frequently to support field operations, leadership development, customer engagement, vendor partnerships, and strategic initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
