Regional Service Director - Northwest Region

HUNTER TRUCK SALES & SERVICE•Buffalo, NY

About The Position

The Regional Service Director leads service operations across all branches in the Northwest Region, driving customer responsiveness, technician productivity, quality, safety, workforce development, and overall service performance. The role works closely with Branch Service Managers, regional leadership, and the SVP of Service to execute enterprise service standards, improve customer retention, reduce downtime, optimize service capacity, and strengthen the region’s financial performance. The position directly supervises 5–6 Branch Service Managers and is responsible for their operational, financial, and customer service results. It requires frequent travel to support field operations, leadership development, customer engagement, vendor partnerships, and strategic initiatives; travel may include overnight stays and varies with business needs. The role is based in the Northwest Region, covering Buffalo, Rochester, Syracuse, Utica, and Owego, New York, and Scranton, Pennsylvania. It is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., with an annual salary range of $130,000 to $200,000.

Requirements

Seven or more years of progressive service leadership experience in commercial vehicles, 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, and use data-driven decision-making.
Ability to evaluate complex multi-location operational challenges and develop practical solutions aligned with organizational goals and service performance expectations.
Frequent travel is required; travel may include overnight stays.
Ability to sit regularly, walk frequently, and occasionally lift or move up to 25 pounds.
Vision abilities required include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

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 and Branch Service Managers across all branches in the region, ensuring operational, financial, and customer service objectives are achieved.
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 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 initiatives.
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 Vice President 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; identify opportunities, establish improvement plans, and ensure accountability for regional results.
Manage service as a strategic customer-retention capability while improving its efficiency and economic performance.
Promote and follow workplace health and safety policies.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints; and resolve problems.