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Program Manager - Service Management Job

Date: Aug 19, 2021

Location: Renton, WA, US, 98055

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 manufacturing, financing, and servicing 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

Every day, a Kenworth driver starts their truck and goes to work on roads or rugged terrain.  They rely on quality and dependability.  At Kenworth, we understand how important our trucks are to their owners and their operators, and since 1923, Kenworth has been The World’s Best.  On or off road, a Kenworth is much more than just a machine.  It’s a customized, high-tech, mobile office where drivers take command of the most demanding job sites or haul freight from coast to coast in comfort.  Technology and attention to detail work hand-in-hand to provide fuel-saving 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, and our dedication to our customers includes an industry-leading after sales support organization to keep our trucks on the road and working hard.


Requisition Summary

Kenworth is hiring a Program Manager for the TruckTech+ Service Management Program and PACCAR Solutions Support. TruckTech+ is the software tool that is used by Kenworth dealers to track each service case to resolution all while providing excellent communication to the customer and a rich source of data to mine. This Account Manager will be responsible for managing the Service Management supplier/software, Service Management Account Manager, and the Connected Truck Support Specialist. In addition, the successful candidate will develop and drive reporting and dashboards from the back-end data generated from the service management system, identifying maintenance and parts trends/usage, measuring dealer performance and contributing to increased up-time across the Kenworth Service Network.


Job Functions / Responsibilities

  • Drive strategy of software automation, efficiency, and data integrity with the software supplier through prioritized dealer/PACCAR change requests
  • 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 manage the Service Management software supplier
  • Drive dealer platform adoption and quality of usage and conduct follow-up meetings/schedule 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
  • Responsibility for Tier 1 support of Diagnostic Assistance, Remote Diagnostics and Over-the-Air service software support for dealers and fleet customers.
  • Manage Service Management Account Manager and Connected Truck Support Specialist
  • Support fleet customers in adoption and usage of the Service Management Fleet Portal
  • 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 preferred
  • 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 is required. 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
  • Medical, dental and vision insurance plans for you and your family.
  • Paid Time Off – vacation, paid holidays and sick leave.
  • 401k with 100% company match, AND a company paid pension plan after 5 years.
  • Tuition reimbursement for continued education – eligible after 1 year of service.


Additional Internal Information
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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