Regional Service Manager

The Regional Service Manager supports multiple dealership Service Departments by driving consistency, performance, and customer satisfaction across the region. This position provides leadership, coaching, and strategic direction to ensure each location meets or exceeds service goals related to productivity, profitability, and quality. The Regional Service Manager plays a key role in developing Service Managers, implementing process improvements, and fostering a unified service culture aligned with Bish’s RV’s mission to transform the RV ownership experience. Due to the high travel involved, this role can be fulfilled remotely.

Key Objectives:

• Ensure consistent execution of service operations, processes, and customer experience across all assigned dealerships
• Achieve or exceed regional service metrics for profitability, Effective Labor Rate (ELR), and operational efficiency
• Maintain personnel expense ratios within sustainable ranges (target ≤ 20% of external gross profit)
• Strengthen leadership capability among Service Managers through coaching and performance development
• Drive customer satisfaction and retention through high Service Quality Scores (OQS ≥ 90%)
• Support recruitment and development of top-performing Service Outfitters to sustain throughput and growth
• Foster collaboration between Service, Parts, and Warranty teams to maximize revenue opportunities and efficiency
• Partner in the successful onboarding, integration, and performance ramp-up of newly acquired dealerships
• Lead regional training and development efforts for new or transitioning service teams to ensure alignment with Bish’s processes and values
• Partner with regional leadership to ensure staffing, training, and facilities align with business demands and seasonal volume

Responsibilities:

• Provide guidance and performance support to Service Managers across multiple dealership locations
• Monitor and analyze key performance indicators (ELR, OQS, gross profit, productivity, technician utilization, and personnel expense ratios)
• Collaborate with dealership leadership to develop and implement improvement plans for underperforming stores
• Support the recruitment, onboarding, and development of high-performing Service Outfitters and Service Admins
• Facilitate best practice sharing among dealerships to create consistent processes and customer experiences
• Oversee regional training efforts focused on operational efficiency, upselling effectiveness, and customer engagement
• Partner with Finance and Operations to ensure each store achieves or exceeds its service profitability goals
• Champion a culture of accountability, innovation, and continuous improvement within all service departments
• Conduct regular visits to assigned dealerships to review performance, coach leaders, and identify improvement opportunities
• Serve as a liaison between dealership service operations and corporate departments to ensure alignment of strategies and resources

Competencies and Skills:

• Proven leadership experience in multi-location, regional, or large-scale service operations (RV, automotive, marine, or supercenter environments)
  Strong understanding of financial management, labor optimization, and P&L performance
• Demonstrated ability to analyze data and convert insights into measurable improvement strategies
• Excellent communication and relationship-building skills across multiple levels of the organization
• Skilled in process implementation and standardization within dynamic environments
• Ability to lead through influence and partnership rather than direct authority
• High attention to operational detail combined with strategic, long-term thinking
• Proven ability to coach leaders to build high-performing, customer-focused teams
• Experience in coaching leaders to build high-performing, customer-focused teams.
• Neat, clean, and professional appearance
• Ability to pass a background check and drug test
• Demonstrate behaviors consistent with the Company’s Vision, Mission, and Value in all interactions with customers and co-workers

Expected Results:

• Effective Labor Rate (ELR) ≥ company Pro target, with year-over-year improvement
• Service Quality (OQS) scores ≥ 90%
• Service Gross Profit meets or exceeds Elite recipe targets
• Personnel expense maintained at ≤ 20% of external gross profit
• Retention of ≥ 95% of top-performing Service Outfitters
• Increased billable labor hours and shop productivity across the region
• Year-over-year improvement in technician utilization and customer satisfaction scores
• Successful onboarding and integration of new dealerships and service teams into Bish’s systems and culture
• Consistent achievement of service KPIs across all dealerships in the assigned region

Resources:

• Access to regional dashboards, performance reports, and analytics tools
• Support from Corporate Operations, Finance, and HR teams
• Budget allocation for regional travel, training, and process improvement initiatives
• Ongoing development through Bish’s RV leadership and management programs
• Collaboration and mentorship opportunities with other Regional Managers and Service Executives

Cultural Fit:

• Demonstrates professionalism, accountability, and a growth mindset
• Embodies Bish’s RV’s core values through integrity, collaboration, and customer focus
• Encourages innovation, open communication, and continuous improvement across all teams
• Acts as a unifying influence between dealerships, creating alignment and shared success
• Dedicated to achieving excellence through both people and process

Who we are:

Bish’s RV is one of the largest family-owned RV dealers in the country. We are dedicated to providing quality products and services that exceed the expectations of our customers and creating an atmosphere where our customers can enjoy a positive experience as friends of our family business.

Our company is currently experiencing record growth with more expansion on the way. The opportunities to grow within our organization are outstanding and our dedication to each employee’s success is unparalleled.

We are looking for top performers who set high expectations for themselves and are willing to put in the time and effort to achieve them. We are a goal-driven company with a high-performance culture and believe in setting ourselves apart by being "Different with a Purpose." Our culture is built upon the foundation of these three core values: Being Genuine, Having Fun, and Driven by Results.

Perks:

• Comprehensive benefits package including medical, vision, dental, and other supplemental coverages
• 401K match
• Employee discounts
• Company-paid life insurance
• Gym membership reimbursement
• Opportunities for advancement
• RV Borrowing Program
• Incredible Team Culture

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Bish’s RV honors our military service members, veterans, and their family members by being a military friendly workplace. Many of the positions within our organization are transferable from previous military occupations.