Director, Service Operations

Headquartered in Portland, Oregon, TEC has 30+ locations from Seattle to San Diego to the Midwest, serving thousands of customers across Washington, Oregon, California, Nevada, Arizona, Nebraska, Iowa and South Dakota.

TEC Equipment features Mack and Volvo heavy-duty trucks, Hino and Isuzu medium duty trucks, Wabash trailers and Cottrell auto transport trailers. We offer a large and desirable inventory of new Mack and Volvo heavy-duty trucks and all makes of used trucks. Our full-service line-up also features quality parts, state-of-the-art service, collision centers and fuel, leasing/rental, financing, and insurance. Our locations are authorized service centers for Mack, Volvo, Cummins, Meritor, Eaton and Fuller warranties. TEC truly offers the convenience of one-stop shopping for all trucking-related needs.

The Director of Service oversees branch service operations, and overall region service growth to achieve revenue and profitability targets across the region.

This leadership position is accountable for the entirety of service operations, including profit and loss management, people leadership, and strategy formulation. The ideal candidate embodies TEC's core values of Teamwork, Entrepreneurship, and Customer Focus, operating with ethical behavior, sound judgment, and serving as a role model to ensure TEC Equipment is viewed by customers as their Best Business Partner.

Primary Responsibilities:

• Utilize market intelligence, customer feedback, TEC network best practices, and competitive analysis to identify opportunities for revenue growth in service, particularly developing Volvo and All Makes service programs and value propositions. 
• Develop and execute measurable annual operating plans for service operations, setting clear milestones to consistently achieve growth and profitability objectives. 
• Engage directly with customers to craft industry-leading, mutually beneficial after-sales solutions, ensuring an exceptional customer experience and fostering repeat business across brands, including Volvo and All Makes service. 
• Lead and motivate branch service teams, providing guidance and support for growth initiatives. 
• Align and effectively communicate tactical activities and growth strategies, empowering all team members to contribute and thrive within the organization. 

• Ensure universal employee access to and understanding of the company's Vision, Mission, and Values. Foster organic accountability, aligning the organization with TEC's Vision, Mission, and Values. Cultivate genuine employee passion across all TEC brands, old and new.
• Ensure customer exposure to the company's Vision, Mission, and Values, connecting employee actions to their overall experience.
• Analyze customer segments and market trends to identify micro-markets (including customer segments) for growth opportunities using RigDig, Polk, and industry data. Stay abreast of industry trends, product developments, and competitor landscape.
• Maintain a constant focus on defining, measuring, and enhancing the end-to-end customer and after-sales experience. Employ scoreboards and appropriate indicators for continuous improvement.
• Clearly define, measure, develop, and communicate the Profit Model for service revenue streams to regional department managers.
• Conduct detailed monthly reviews of operating results with Service Managers. Identify root causes and assign action items to enhance operating results (e.g. service proficiency, labor hours, etc.). Thoroughly analyze monthly profit and loss statements, and understand key financial drivers.
• Actively engage in the annual Business Plan process, setting ambitious growth targets and coaching Managers on result management.
• Understand and manage the impact of business activities on working capital (Cash, Inventory, WIP, etc.); includes CAPEX requests, and financial valuation.
• Travel to satellite store locations and customer sites to establish meaningful relationships and gain insights to support business growth objectives.
• Ensure all branding, customer-facing facilities, and equipment uphold the company's commitment to premium products and services.
• Foster an inspiring and energizing work environment for TEC employees, setting the standard for excellent customer service through leadership behavior.
• Apply employee performance management tools effectively, including job descriptions, Ramp Plans, feedback mechanisms, compensation reviews, discipline, team building events, succession planning, and talent development.
• Implement controls for purchasing, personnel, and all other department related costs.

• Identify and evaluate key workflows within dealership service fixed operations. Assess their profitability, scalability, alignment with the company's mission, and their impact on delivering an extraordinary customer experience.

• Ensure a safe and clean working environment, reinforcing safety culture through role modeling, clear expectations, training, and corrective actions. Collaborate with Environmental Health & Safety personnel for routine evaluations and continuous improvements.

   

• Bachelor’s degree in business, management, finance, accounting, operations, engineering or other related fields from an accredited college or university. An equivalent combination of education and experience is acceptable.
• Minimum 7+ years of management experience and direct reports, demonstrating success in developing operating plans, tactical activities, programs, and strategies that deliver growth targets.
• Experience managing profit and loss statements, and developing key profitability drivers.
• Experience managing workforce of exempt and nonexempt staff and experience managing managers of people preferred.
• Knowledge of Class 8 Truck, Trailer, and other heavy equipment services.
• Proficient working knowledge of basic software and applications including CDK, Windows, Microsoft Office Suite (including Excel, PowerPoint, Word, etc.), and aptitude to learn new software programs quickly.
• Experience in Class 8, med duty, trailer or other agriculture, construction and other heavy equipment scaled dealership service, and overall value proposition
• Action oriented, results oriented, self-motivated, and solutions minded
• Familiarity with customer RFQ processes and coordinating responses to ensure best possible outcome both TEC and the customer.
• Strong listening, communication, coordination, documentation and influencing abilities.
• Strong business acumen with ability to analyze, prioritize, identify, create, and execute solutions.
• Ability to establish and maintain effective relationships with customers, corporate stakeholders, vendors, and OEM partners.
• Ability to use structured problem-solving techniques such as Six Sigma, Lean, or 5S to build robust, best in class processes.
• Ability to work independently and remain detail-oriented and composed under pressure and in a fast-paced environment.
• Ability to coach and motivate service managers, and extended staff team members while also holding them accountable.
• Conducts self professionally with uncompromised integrity. Makes decisions and acts with the best interest of TEC, our customers and employees in mind.
• Ability to travel 30% to and from satellite store locations, customer sites, and other areas as necessary to support business needs.

TEC provides our employees and their families with a full menu of health, wellness, and retirement benefits.

New hires are eligible to participate in TEC Equipment’s comprehensive benefits plan the first of the month following your date of hire.

• Choice of two comprehensive medical plan options that include prescription drug coverage
• Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
• Vision care, discounted hearing exams, and hearing aids
• 401(k) retirement savings plan with company contribution
• Life, accident, and disability insurance
• Employee Assistance Program (EAP)
• Education assistance
• Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick

All offers of employment are contingent upon successful completion of all applicable screenings.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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