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Dealer Process Improvement Manager Job

Date: Mar 18, 2023

Location: Denton, TX, US, 76205-7864

Company: PACCAR

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. 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 designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.
Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services — you can develop the career you desire with PACCAR. Get started!


Division Information

 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.

This position is based at Peterbilt’s Division Office in Denton, Texas, where we have been headquartered since 1992 and manufacturing since 1980. In Denton, we have manufactured, supported, and distributed over 600,000 trucks and over 1 million trucks as a company. Our employees take great pride in our products, and we are recognized as a premier employer and valued partner in the local community. 


Requisition Summary

Peterbilt Motors Company is actively seeking a Product Support Training Manager to manage PACCAR’s Service Management process throughout our dealer network. This position will develop, document and implement the Ideal Customer Facing Service Event Process incorporating the Service Management Platform as well as other key software(s). This position will be based at our Denton, Texas Corporate office. Training is conducted at dealership locations throughout the U.S. and Canada.


Job Functions / Responsibilities

  • Develop a Standardized Customer Facing Service Event Process at all Peterbilt Dealerships with supporting documentation detailing features and benefits.
  • Engage with the Dealer Service Council to develop and document processes and to obtain buy-in from the dealer body.
  • Coordinate and manage program with dealers.
  • Conduct onsite Service Process Reviews at dealership locations to establish baseline performance, identify process gaps and develop dealer group training plans based on process review results.
  • Manage and coordinate efficiency training with dealers.
  • Monitor Service Management platform adoption and conduct follow-up meetings with dealers to ensure continued use of the software.
  • Coordinate with other PACCAR divisions to ensure consistent training content and program messaging.
  • Become a subject matter expert for the Service Management platform.
  • Analyze and report on key performance metrics.
  • Develop and convey key program updates and metrics to PACCAR senior management as requested.


Qualifications & Skills

  • Excellent organization, planning, and time management skills.
  • Strong written and verbal communicator. Comfortable presenting to all levels within a dealership and Peterbilt, including dealer principals and PACCAR senior management.   
  • Experience in developing and implementing standarized processes.
  • Aptitude for working independently under various timelines and constraints.
  • Strong analytical skills.
  • Background in curriculum and training program development from inception to delivery of a program preferred.
  • Ability to develop training using various media including classroom, on-line presentations, video and manuals. 
  • Knowledge of PACCAR systems, programs and dealer network preferred.
  • Proficiency with Microsoft products including Excel, PowerPoint, Word and Publisher.     
  • B.S. required.  MBA preferred.
  • Knowledge of a second language, Spanish or French, preferred.
  • Ability to travel 25-50%.
  • Automotive background is a plus.
  • Process oriented. Continuous improvement/lean management experience.


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).


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.

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