Regional Service Director - Northwest Region

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.

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

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 inclu