Program Manager Supervisor- Service Management Job

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Date: Feb 3, 2024

Location: Kirkland, WA, US, 98033

Company: PACCAR

Kenworth Division of PACCAR is hiring a Program Manager-Service Management to join our Service Platform’s team in Renton, Washington.


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 also designs and manufactures advanced diesel engines, provides financial services and information technology, and distributes 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!


Kenworth Truck Company
Kenworth Truck Company is the manufacturer of The World’s Best® heavy and medium duty trucks. Kenworth is an industry leader in providing fuel-saving technology solutions that help increase fuel efficiency and reduce emissions. The company’s dedication to the green fleet includes aerodynamic trucks, compressed, and liquefied natural gas trucks, and medium duty diesel-electric hybrids. Kenworth is the first truck manufacturer to receive the Environmental Protection Agency’s Clean Air Excellence award in recognition of its environmentally friendly products.


Requisition Summary

Kenworth is seeking an experienced Program Manger to join Kenworth’s After Sales team.  In this role you will manage a team and leverage the voice of the customer to drive quality of use and continuous improvement across the technology stack. The team is responsible for PACCAR’s Service management and TruckTech+ remote diagnostics software products.

The successful candidate is highly collaborative and able to influence large new after sales cross-functional initiatives with the goal of improving the service experience of our dealers/customers. You will have direct influence over enterprise software platform enhancements and projects that drive PACCAR’s dealer customer experience across our service network, at scale. The ideal candidate has solid analytical, project management, strategic thinking, relationship building, problem solving, and communication skills. You will be able to leverage the data generated from the platform to develop and deploy dashboard reporting for various key performance indicators and trends related to dealer performance, product reliability, maintenance, part consumption and asset downtime to increase uptime across the Kenworth Service Network.

The Program Manager will be responsible for managing the Service Management team with 4 direct reports including the Technical Account Manager, Fleet Business Analyst, Business Technology Analyst, and the Connected Truck Support Specialist. The Program Manager is also responsible for managing PACCAR’s third-party software supplier to ensure platform stability and timely, quality, delivery of products and services.


Job Functions / Responsibilities

  • Drive strategy of software automation, efficiency, and data integrity with the software supplier through prioritized dealer/PACCAR change requests
  • Manage and provide leadership to the Technical Account Manager, Business Technology Analyst and Connected Truck Support Specialist
  • Utilize Tableau (and/or other Business Intelligence) to develop and deliver new reporting and dashboards integrating Service Management, Remote Diagnostics, Warranty data, and more to identify maintenance and parts trends helping to further drive vehicle uptime.
  • Performance manages the Service Management software supplier.
  • Drive dealer platform adoption and quality of usage and conduct follow-up reviews and training with dealers.
  • Coordinate and communicate with other PACCAR divisions utilizing Service Management software to ensure consistent strategy, timelines, projects, and reports with the supplier.
  • Develop and present program updates and information to PACCAR Senior Management
  • Coordinate Tier 1 support of Diagnostic Assistance, Remote Diagnostics and Over-the-Air service software support for dealers and fleet customers.
  • Prepare and manage approved annual budget.
  • Manage and report on associated capital projects.


Qualifications & Skills

  • Track record of driving results and continuous improvement
  • Excellent organization, planning and time management skills.
  • Strong written and verbal communications. Comfortable presenting to all levels within a dealership and PACCAR, including dealer principals, PACCAR senior management and large Dealer Events.   
  • Strong negotiation, program, and supplier management skills
  • Supervisory experience required.
  • Background in software program/supplier management a plus
  • Proficiency with Tableau and/or other business intelligence tools for data analytics
  • Experience with dealership operations (particularly service department) a plus
  • Proficiency with Microsoft products including Excel, PowerPoint, Word and Publisher
  • B.S. in Business, Data Analytics, or related field. M.B.A. Preferred
  • Ability to travel up to 20%


Why work for PACCAR/Kenworth?

  • 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 

  • Support and/or design the commercial vehicles of the future with a focus on emerging technologies such as electric and autonomous trucks 


As a U.S. PACCAR employee, you have a full range of benefit options including:  

  • 401k with up to a 5% company match  

  • Fully funded pension plan that provides monthly benefits after retirement  

  • Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time  

  • Tuition reimbursement for continued education  

  • Medical, dental, and vision plans for you and your family  

  • Flexible spending accounts (FSA) and health savings account (HSA)  

  • Paid short-and long-term disability programs  

  • Life and accidental death and dismemberment insurance  

  • EAP services include wellness plans, estate planning, financial counseling and more  


Additional Job Board Information 

At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors including your education, training, or experience. The salary range for Program Manager-Service Management is $106,300 - $166,300 annually. This position is also eligible for a holiday gift. Additionally, this role is eligible for the full range of benefit options listed above. 

PACCAR promotes equal employment opportunities by implementing policies and practices that ensure employees and applicants are not discriminated against because of their race, color, religious creed, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, mental or physical disability, medical condition, genetic information, military or veteran status or other legally protected status. This applies to recruitment, selection, placement, promotion, termination, rates of pay, and other conditions of employment. 

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

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