Director of Service Operations & Growth

Dobbs Peterbilt; Memphis (TN); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Dobbs Truck Group is seeking a Director of Service to lead Service and Body operations across multiple dealership locations. You will partner with the VP of Service to shape strategy, drive financial performance, and ensure high standards of customer service and safety.

The role requires extensive travel to dealership sites, strong leadership of service leaders and technicians, and accountability for operational excellence consistent with OEM requirements and company goals.

Qualifications

• Bachelor's degree preferred; equivalent combination of education, leadership experience, and relevant service operations experience may be considered.
• Ten or more years of progressive experience in commercial truck, dealership service, heavy‑duty repair, fleet maintenance, transportation, or a related service operations environment.
• Demonstrated experience leading or supporting service department operations, including financial performance follow-up, KPI review, employee development, customer service processes, safety, warranty administration, and operational improvement initiatives.
• Prior experience managing, coaching, or influencing service managers, body shop managers, foremen, advisors, warranty personnel, or technician teams in support of consistent execution and accountability.
• Ability and willingness to travel frequently to dealership locations and other business‑related destinations as needed to support operational execution, leadership alignment, customer support, and company initiatives.

Responsibilities

• Financial Performance and Business Planning: Support the VP of Service in the development and execution of Service and Body business plans, including revenue objectives, gross profit targets, expense controls, capital planning inputs, labor rate recommendations, and market competitiveness analysis.
• Monitor Service and Body financial performance across assigned locations, review plan-versus-actual results, identify variances, and work with regional and store leadership to develop corrective action plans aligned with VP of Service direction.
• Drive execution support for gross profit improvement, net profit awareness, technician productivity, overtime control, work in process management, expense discipline, and service capacity utilization within assigned areas of responsibility.
• Operational Standards and Execution: Support the development, communication, implementation, and reinforcement of operating standards established by the VP of Service, including work order management, repair cycle time, estimate accuracy, scheduling, shop throughput, service advisor processes, and customer communication.
• Ensure assigned locations understand and execute against OEM certification requirements, facility standards, tooling expectations, safety practices, environmental requirements, and company operating procedures, escalating gaps or resource needs to the VP of Service as appropriate.
• Promote consistent use of OEM, supplier, dealer management, and reporting systems to support reporting discipline, operational visibility, and informed decision making by store, regional, and executive leadership.
• Customer Experience and Market Growth: Support the VP of Service and store leadership in improving customer experience by helping ensure disputes, escalations, communication concerns, and service recovery opportunities are addressed in a professional and timely manner.
• Review customer satisfaction feedback, operational data, and field input to identify trends, recommend actions, and support execution of customer retention and service quality improvements approved by leadership.
• Collaborate with sales, parts, marketing, and store leadership to support local execution and awareness of service capabilities, truck care programs, engine certification capabilities, mobile service opportunities, and hours of operation consistent with company strategy.
• People Leadership and Technician Development: Provide leadership, coaching, and execution support to Service and Body leadership teams across assigned locations, helping ensure alignment with VP of Service expectations and company operating priorities.
• Assist the VP of Service, Human Resources, regional leadership, and store management with recruiting, selection, onboarding, retention, succession planning, and performance management activities for key service leadership and technician roles.
• Support implementation of technician training, OEM education, apprentice development, productivity improvement, and proficiency growth programs in alignment with direction established by the VP of Service, company leadership, and manufacturer expectations.
• Reinforce professional communication, accountability, customer focus, teamwork, and continuous improvement within Service and Body operations, ensuring store-level behaviors support broader service department objectives.

Education

Bachelor's degree in business, operations, transportation, management, or a related field

Job description

Dobbs Truck Group is seeking a Director of Service to lead Service and Body operations across multiple dealership locations. You will partner with the VP of Service to shape strategy, drive financial performance, and ensure high standards of customer service and safety.

The role requires extensive travel to dealership sites, strong leadership of service leaders and technicians, and accountability for operational excellence consistent with OEM requirements and company goals.