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About the Role

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

Responsibilities

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.

Requirements

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

Skills

Customer responsiveness
Technician productivity
Quality
Safety
Workforce development
Service performance
Customer retention
Reducing downtime
Optimizing service capacity
Financial performance
Labor sales growth
Warranty recovery
Service absorption
Expense management
Resource utilization
Capacity planning
Process improvement
Operational effectiveness

Location

Northeast Region - Albany, NY
Newburgh, NY
Champlain, NY
Colchester, VT
South Royalton, VT
Bow, NH

Work Type

Full-Time
Monday through Friday, 8:00am - 5:00pm

Experience Level

Seven plus years of progressive service leadership experience
Two years of multi-location management experience preferred

Education Level

Bachelor's degree in Business Administration, Operations Management, Diesel Technology, Automotive Technology, or a related field preferred.

Salary/Compensations

$130,000 to $200,000 per year

About the Company

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.

Equal Opportunity

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