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Position Details & Responsibilities

A well-established commercial trailer dealership in the New Jersey and Eastern Pennsylvania region is seeking an experienced Service Director to oversee service operations across multiple locations. This individual will be responsible for improving service department productivity, profitability, customer satisfaction, and employee performance while also serving as the hands-on Service Manager at a primary facility.

The ideal candidate is a seasoned Service Manager or Director with strong operational and financial management experience, preferably within commercial trailers, heavy-duty trucks, fleet maintenance, or heavy equipment. This position offers an opportunity to lead an established service team, implement operational improvements, and support the company's continued expansion.

For more information on this position, please contact Amy Bighorse at Herk & Associates:

AmyB@herkandassociates.com 

Responsibilities

• Oversee daily service operations across multiple dealership locations while directly managing a primary service facility.
• Lead and develop Service Writers, Shop Foremen, technicians, and other service personnel.
• Monitor technician productivity, efficiency, labor utilization, shop workflow, and overall service performance.
• Manage service department financial performance, including revenue, gross profit, labor rates, expenses, and profitability.
• Oversee repair orders, work-in-process, invoicing, and timely completion of customer repairs.
• Establish consistent service procedures, performance expectations, and accountability across locations.
• Recruit, train, coach, and retain qualified service technicians and department personnel.
• Identify opportunities to improve shop efficiency, technician performance, and customer satisfaction.
• Maintain strong relationships with commercial fleet customers and resolve escalated service concerns.
• Coordinate with Parts, Sales, Leasing/Rental, and Accounting departments to ensure efficient operations.
• Utilize dealership management systems and reporting tools to monitor performance and identify areas for improvement.
• Support the growth of customer-paid service business, including preventive maintenance, repairs, and fleet service opportunities.
• Assist with operational planning, staffing, and process development to support additional locations.
• Travel between service facilities as needed.

Qualifications

• Extensive service management experience within commercial trailers, heavy-duty trucks, fleet maintenance, heavy equipment, or a related service industry required.
• Experience overseeing multiple service locations or managing a large, complex service operation strongly preferred.
• Strong understanding of service department financials, labor rates, technician productivity, gross profit, and work-in-process management.
• Proven experience managing technicians, Service Writers, Shop Foremen, and other service personnel.
• Demonstrated success improving service department efficiency, profitability, and operational processes.
• Experience recruiting, hiring, training, and retaining service technicians.
• Ability to balance hands-on shop management with broader multi-location leadership responsibilities.
• Strong knowledge of repair order processes, workflow management, scheduling, and customer communication.
• Experience with dealership management systems, service management software, and operational reporting tools.
• Strong leadership, communication, organizational, and problem-solving skills.
• Experience with commercial trailers, transport refrigeration units, or heavy-duty vehicle service preferred.
• Strong customer service skills and experience managing relationships with commercial fleet accounts.
• Ability to implement consistent processes, maintain accountability, and support business growth.
• Willingness to travel between locations throughout New Jersey and Eastern Pennsylvania.
• College degree not required; relevant industry experience and demonstrated leadership success are valued.