Business Service Manager - Western Territory

Company Information

PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR also designs and manufactures advanced power trains, provides financial services and information technology, and distributes truck parts related to its principal business.

Peterbilt Motors Company

On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride. Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

Requisition Summary

Peterbilt Motors Company, a PACCAR Company, has an immediate opening for a Business Service Manager, to support our dealers and customers. You will be responsible for assisting dealer service departments with programs, policies, and procedures which develop and maintain a well-managed, profitable service department. Developing a long-term professional relationship with dealers and customers in the assigned territory will be necessary. 

Job Functions / Responsibilities

• Develop and maintain strong relationships with key dealer personnel, primarily with dealership senior management.
• Must develop a strong understanding of dealership aftersales business operation and have ability to effectively communicate with dealership, Peterbilt, and PACCAR senior management
• Ability to communicate to dealers Peterbilt service department programs, policies, and procedures including attainment of objectives. 
• Provide recommendations for operational improvements to dealership managers which maximize and increase customer satisfaction, operational effectiveness, and service profitability. 
• Interface with PACCAR Legal as needed.
• Process, resolve, and close customer feedback and CSI complaints. 
• Partner with key business stakeholders to ensure alignment of goals. 
• Processing and Administration of Goodwill
• Customer support for local and territory fleets
• Support special initiatives as required. (Example: ARTech and PACCAR Parts Fleet Services)
• Maintain Product Knowledge and technical aptitude
• Ability to travel up to 50%.

Skills / Competencies

• Product and technical service knowledge gained through 3-8 years of related service; preferably heavy-duty trucks / OEM or truck components.
• A thorough understanding of heavy-duty trucks or related equipment and the ability to apply and communicate this knowledge.
• Demonstrated ability to establish effective working relationships with customers.
• Strong interpersonal, negotiation skills, and independent judgment will be required.
• Exceptional communication skills, both verbally and written, including the ability to plan, organize and deliver formal presentations.
• Demonstrate ability to identify, prioritize, analyze, and successfully resolve customers, dealers, and field service organization problems, giving a high priority to customer satisfaction.

Education

Degree in engineering, business or automotive preferred

Why work for PACCAR/Peterbilt?

• Competitive salary, 401k with a 5% match, AND a company paid Pension Plan after 5 years of service.
• Medical, dental, and vision insurance plans for you and your family.
• Comprehensive Paid Time Off – Vacation, Paid Holidays, and Sick Leave.
• Tuition Reimbursement for continued education – eligible after 1 year of service.
• Global Fortune 500 company with a wide array of growth and development opportunities.
• Work alongside experienced goal-oriented colleagues recognized as experts in their fields.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Peterbilt promotes Diversity and Inclusion through mentorship, events, and affinity support groups – The Diversity Council, Peterbilt Women’s Initiative (PBWIN), Veterans Group, Peterbilt Black Organization for Leadership and Development (B.O.L.D) and ADVOCATE (An LGBTQ support group).