Head of Client Support Services

At Dobbs Truck Group, a part of our mission is to create relationships and a healthy work environment for our employees. We are always looking for qualified, customer-oriented individuals at Dobbs Truck Group.

The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.

We offer a competitive benefits package including medical, dental, vision, long-term disability, life insurance, and 401(k), as well as paid vacation and sick leave. Our Company is looking for long‑term employees that we can invest in and grow with as we pursue our mission of being the premier commercial truck dealer group.

This position will be responsible for the management of the assigned Service Department operations with the objective of achieving planned sales and profitability objectives while adhering to the Company’s established procedures for business conduct, safety, and personnel administration.

The duties listed below are intended only as illustrations of the various types of work that may be performed. Manage staffing levels and assigned work hours to meet customer needs and maximize profitability.

Recruit, interview, hire, provide feedback, document performance, and promptly address issues.

Assess daily work operations to enhance the department's efficiency and productivity.

Assure technician certification and training are kept current and meets product demands.

Manage the process of opening repair orders including customer signatures, estimates, and payment methods in advance of work initiation.

Work closely with Parts Manager to ensure the timely ordering, stocking, and receiving of shop parts.

Assure 100% compliance to Company’s credit and cash management policies.

Manage warranty repairs per Peterbilt, Caterpillar, Cummins, Eaton, and TRW authorization and warranty parts return requirements, as well as forward warranty repair orders to Warranty Administrator within 2 business days of work completion.

Monitor the quality of work to ensure high customer satisfaction and minimal repair comebacks.

Manage customer relation issues in a professional, productive, and prompt manner.

Ensure shop equipment and tooling is properly controlled and secured.

Initiate purchase orders for shop equipment and obtain authorization for expenditure as required.

Monitor safety and environmental compliance and advise senior management of potential risks.

Recommend investments in equipment, facilities, personnel, or other to improve operations.

Manage assigned fleet including preventative maintenance, repair processes, and work analysis.

Manage the process of opening PacLease repair orders including customer signatures, estimates, and payment methods in advance of work initiation.

High school graduate, GED, or 1 year of work experience.

5 years' heavy‑duty truck repair experience.

OEM management experience (PACCAR).

Intermediate to advanced knowledge of Microsoft Excel, Word, and Outlook.

Strong organization, communication, customer service, managerial, and leadership skills.

Reasoning & Decision Making: Ability to make decisions with significant impact on department’s credibility, operations, and services.

Ability to formulate complex and comprehensive materials, such as legal documents, authoritative reports, official publications of major scope and impacts, and make formal presentations.

Ability to compute, analyze, and interpret complex statistical data and develop forecasts and computer models.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and risk of electrical shock. The employee is occasionally exposed to high, precarious places, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. Common Expectations of Performance for all Employees

The evaluation of job performance will be based on these common expectations as well as the position‑specific responsibilities described above.

\ Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.

Promote continuous improvement and change to support company growth.

Company Loyal Policies and Work Ethic

Adhere to the policies contained in the Employee Handbook.

Adhere to the Company’s Employee Conduct Policy.

Support management decisions toward meeting company goals.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center.

Dobbs Peterbilt and Western Truck Center are equal opportunity employers that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. Dobbs Peterbilt and Western Truck Parts do not discriminate in hiring or employment on the basis of race, color, religious creed, national origin, sex, ancestry, pregnancy, genetic information, gender identity, sexual orientation, or marital status; or on the basis of age against persons whose age is 40 and over, or on the basis of physical or mental disability; or to disabled veterans or to Vietnam veterans.

We are proud to be an affirmative action employer and encourage minorities, women, individuals with disabilities, and veterans to join our team.