Business Service Manager

Job Responsibilities

• Develop and maintain strong relationships with key dealer personnel, primarily with dealership senior management.
• Develop strong understanding of dealership aftersales business operation and effectively communicate with dealership, Kenworth, and PACCAR senior management.
• Communicate programs, policies, and procedures including attainment of objectives to dealerships service department.
• Provide recommendations for operational improvements to dealership managers which maximize and increase customer satisfaction, operational effectiveness, and service profitability.
• Interface with PACCAR Legal as needed.
• Process, resolve, and close customer feedback.
• Partner with key business stakeholders to ensure alignment of goals.
• Processing and administration of Goodwill.
• Customer support for local and territory fleets.
• Support internal programs (example: PremierCare Gold, Dealer Excellence, Dealer Business Review, PACCAR Fleet Services…).
• Maintain Product Knowledge and technical aptitude.

Qualifications

• 8+ years of related service of product and technical service knowledge; preferably heavy-duty trucks / OEM or truck components.
• HS Diploma/GED required.
• Ability to travel up to 50% of the time.
• Strong interpersonal, negotiation skills, and independent judgment.