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Service Management Analytics Lead Job

Date: Sep 9, 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, 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 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!

Why work for PACCAR?

  • Competitive salary, 401k with a 5% company match, AND a company paid Pension Plan
  • 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 
  • Global Fortune 500 company with a wide array of growth and development opportunities
  • Work alongside experienced goal-oriented colleagues recognized as experts in their field

Division Information

PACCAR Parts operates a network of parts distribution centers offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centers operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Requisition Summary

The Service Management Analytics Lead drives the effort to standardize reporting to the Customer Service – Service Management department, and automates and optimizes processes and reporting using Snowflake, Python/R, and Tableau. Although this position supports the PACCAR Parts Service Management team, they will collaborate with Kenworth & Peterbilt to create cross-functional, meaningful insights related to aftersales & parts. This team member will present their work to senior executives, helping shape not only the Service Management team, but also its long-term aftersales initiatives. 

Job Functions / Responsibilities

  • Develop Business Intelligence Dashboards to support Parts & Service across PACCAR, including gathering data across several departments, analyzing, and translating results for non-technical team members
  • Compile and Analyze key business metrics, and produce valuable insights to provide users with recommendations for improvement based on data analysis. 
  • Create and maintain several program metrics and dashboards, measuring program adoption & utilization, downtime, service capacity, parts sales, etc. 
  • Compile and Analyze key business metrics, and produce valuable insights to provide users with recommendations for improvement based on data analysis. 
  • Report progress and performance of Service Management dealers and fleets, and provide assistance with field reporting requests
  • Support Business Intelligence users with access, training and data questions.
  • Work with internal business partners and technology teams to improve PACCAR’s Service Management platform.
  • Organize and lead projects with business and operational data owners to build meaningful insights used to drive business program decisions
  • Define, develop, and deploy advanced analytics models in line with department strategy
  • Manage multiple priorities and goals simultaneously
  • Up to 5% travel 

Required Qualifications

  • Bachelor’s degree in Computer Science, Data Analytics, or related field 
  • Proficient with SQL
  • Experience with Tableau and developing interactive dashboards.
  • Understanding of data analysis, report visualization and an understanding of structured and unstructured data types.
  • Understanding of data models and how they support key decisions and key performance indicators (KPI’s).
  • Passion for data analytics, customer service and process improvement
  • Must be a highly-motivated self-starter and self-directed learner with a creative mind, high attention to detail and a solution-oriented outlook
  • Candidate must demonstrate strong analytical skills, excellent general business acumen, with the ability to communicate complex topics.
  • Proficiency with Microsoft Office suite.

Preferred Qualifications

  • MBA or Master’s degree in related field
  • Experience with market research, business consultation, and project management 
  • Experience with working with large datasets such as Snowflake, Teradata
  • Experience with, or understanding of Python, R


  • Act with Integrity
  • Demonstrate Adaptability
  • Drive for Results
  • Influence Others
  • Lead Innovation and Quality Initiatives
  • Manage Execution
  • Manage Talent
  • Use Sound Judgment / Business Acumen

Additional Job Board Information

  • PACCAR Parts is an eVerify Employer.
  • PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
  • PACCAR has success with diverse teams of employees working together to achieve excellent results. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions and increases employee engagement.

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

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