Regional Service Director - Northwest Region

Regional Service Director

At Hunter Truck, our people are the driving force behind our success. As one of the largest Peterbilt dealer groups in the country, we combine the resources and opportunities of a growing organization with a culture where people are empowered to make an impact. With twenty-eight locations across Pennsylvania, New Hampshire, New Jersey, New York, Vermont, and West Virginia, we offer the scale, support, and career opportunities to help you take your career to the next level.

Come build your career with a team that invests in you from day one.

Position At A Glance

Status: Full-Time

Shift: Monday through Friday, 8:00am - 5:00pm

Location: Northwest Region - Buffalo, NY; Rochester, NY; Syracuse, NY; Utica, NY; Owego, NY; Scranton, PA

FLSA Status: Exempt

Pay: $130,000 to $200,000 per year

Reports To: Regional Vice President

Summary

The Regional Service Director is responsible for leading service operations across all branches within the region and driving customer responsiveness, technician productivity, quality, safety, workforce development, and overall service performance. This role partners closely with Branch Service Managers, Regional leadership, and the SVP of Service to ensure consistent execution of enterprise service standards while improving customer retention, reducing downtime, optimizing service capacity, and strengthening the region's financial performance.

Essential Duties Include The Following. Other Duties May Be Assigned.

• Own service operating performance across all branches in the region and directly lead each Branch Service Manager 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 utilization 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 while maintaining a strong workforce pipeline to support current and future operational 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 overall operational effectiveness.
• Conduct regular branch performance reviews, utilizing 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 its efficiency and economic performance.
• Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements

Frequent travel is required to support field operations, leadership development, customer engagement, vendor partnerships, and strategic initiatives. Travel may include overnight stays and will vary based on business needs.

Supervisory Responsibilities

Directly supervises 5-6 Branch Service Managers. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education And Work Experience

• Bachelor's degree in Business Administration, Operations Management, Diesel Technology, Automotive Technology, or a related field preferred.
• Seven plus years of progressive service leadership experience in commercial vehicle, transportation, heavy equipment, dealership, fleet maintenance, or a related industry. Two years of multi-location management experience preferred.
• Proven ability to build collaborative relationships across Service, Parts, Sales, and Operations functions.

Language Skills

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 effectively communicate with employees, customers, vendors, and leadership teams.

Mathematical Skills

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.

Reasoning Ability

Ability to evaluate complex operational challenges involving multiple locations, competing priorities, personnel considerations, and customer requirements. Ability to develop practical solutions that align with organizational goals and service performance expectations.

Certificates, Licenses, Registrations

Valid Driver's License required; must meet company insurability standards

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and frequently required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually low to moderate.

Hunter Truck is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive workplace for all employees.