Regional Mobile Service Manager

<strong>At Dobbs Truck Group, a part of our mission is to create relationships and a healthy work environment for our employees. We are always looking for qualified, customer-oriented individuals at Dobbs Truck Group.</strong>

Memphis, TN

Dobbs Peterbilt

https://www.dobbspeterbilt.com/default.htm

keywords: position summary,position details,mobile technician performance management,workforce leadership & development,operational coordination,customer execution & field support,quality, safety & compliance oversight,performance reporting & data management,key performance indicators (kpis),proficiency,behavioral expectations,skills,mental capability requirements,communication

Full time

Overview: <p>Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies &ndash; Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.</p> <p><strong><br />General Job Description<br /><br /></strong></p> <p>The Regional Mobile Service Manager (RMSM) is responsible for the performance, productivity, and operational execution of all mobile service technicians across assigned locations. This role exists to ensure mobile service operates as a high-output, revenue-generating, customer-facing extension of the service network, not a support function.</p> <p>The RMSM operates with a high sense of urgency and direct accountability for technician performance outcomes, including productivity, efficiency, engagement, safety compliance, and customer satisfaction.</p> <p>This role is the primary driver of mobile technician effectiveness, ensuring every technician is fully utilized, properly supported, and consistently delivering high-quality service in the field.</p> <p>The RMSM is expected to rapidly diagnose operational issues, implement corrective action, and either resolve problems directly or escalate to the appropriate resource without delay.</p> <p>The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.</p>
Responsibilities: <strong>Mobile Technician Performance Management</strong><br /> <ul> <li>Directly manage mobile technician productivity, efficiency, and output across assigned region.</li> <li>Ensure daily full utilization of all mobile technicians.</li> <li>Monitor and actively manage:&nbsp; <ul> <li>Productivity&nbsp;</li> <li>Efficiency&nbsp;</li> <li>Revenue per technician&nbsp;</li> <li>Work completion rates&nbsp;</li> </ul> </li> <li>Remove barriers preventing technician execution (parts, approvals, scheduling, communication gaps).</li> </ul> <br /> <p><strong>Workforce Leadership &amp; Development</strong></p> <ul> <li>Provide daily leadership, coaching, and performance feedback to mobile technicians.</li> <li>Develop and execute technician improvement plans focused on:&nbsp; <ul> <li>Productivity&nbsp;</li> <li>Technical proficiency&nbsp;</li> <li>Customer interaction quality&nbsp;</li> </ul> </li> <li>Conduct structured field visits, ride-alongs, and performance evaluations.</li> <li>Drive technician engagement, retention, and accountability.</li> </ul> <br /> <p><strong>Operational Coordination (Fixed &amp; Mobile Integration)</strong></p> <ul> <li>Collaborate with fixed operations leadership to ensure balanced workload distribution.</li> <li>Coordinate dispatch between shop and mobile units to eliminate idle capacity.</li> <li>Align mobile service capacity with customer demand and regional workload trends.</li> <li>Ensure seamless handoff between departments (Service, Parts, Warranty, Customers).</li> </ul> <br /> <p><strong>Customer Execution &amp; Field Support</strong></p> <ul> <li>Serve as escalation point for customer-facing mobile service issues.</li> <li>Ensure timely resolution of on-site customer concerns.</li> <li>Act as liaison between technicians and customers when issues arise.</li> <li>Maintain high service reliability and customer satisfaction in field operations.</li> </ul> <br /> <p><strong>Quality, Safety &amp; Compliance Oversight</strong></p> <ul> <li>Conduct regular:&nbsp; <ul> <li>QCIs (Quality Control Inspections)&nbsp;</li> <li>Safety audits&nbsp;</li> <li>Field compliance checks&nbsp;</li> </ul> </li> <li>Enforce adherence to company safety standards and mobile service procedures.</li> <li>Address quality issues immediately and implement corrective actions.</li> </ul> <br /> <p><strong>Performance Reporting &amp; Data Management</strong></p> <ul> <li>Develop and maintain productivity and performance reporting for mobile operations.</li> <li>Track and analyze key performance indicators across all technicians and locations.</li> <li>Use data to identify:&nbsp; <ul> <li>Underperformance&nbsp;</li> <li>Capacity gaps&nbsp;</li> <li>Training needs&nbsp;</li> </ul> </li> <li>Drive accountability through consistent performance visibility.</li> </ul> <br /> <p><strong>Key Performance Indicators (KPIs)</strong></p> <p>The Regional Mobile Service Manager is measured on the following outcomes:</p> <ul> <li>Technician Productivity (% of available hours converted to billed output)&nbsp;</li> <li>Technician Efficiency (SRT vs actual performance)&nbsp;</li> <li>Revenue per Mobile Technician (daily / monthly)&nbsp;</li> <li>Technician Utilization Rate&nbsp;</li> <li>Technician Turnover Rate&nbsp;</li> <li>Quality Control Inspection (QCI) compliance rate&nbsp;</li> <li>Safety compliance rate&nbsp;</li> <li>Customer satisfaction and field issue resolution time&nbsp;</li> <li>Mobile service response time and job completion cycle time&nbsp;</li> </ul>
Requirements: <ul> <li>Proven ability to lead and manage multi-location technician teams.</li> <li>Strong coaching, mentoring, and performance management capability.</li> <li>Deep understanding of mobile service operations and field repair environments.</li> <li>Ability to diagnose operational breakdowns and implement rapid corrective action.</li> <li>High sense of urgency with bias toward immediate resolution.</li> <li>Strong cross-functional collaboration skills (Service, Parts, Sales, Warranty, IT, National Accounts).</li> <li>Effective conflict resolution and constructive communication style.</li> <li>Ability to operate in a high-demand, fast-moving service environment.&nbsp;</li> </ul> <p><strong><br /><br />Technical &amp; Systems Proficiency</strong></p> <ul> <li>Proficient in Microsoft Excel and Word.</li> <li>Experience with dealership management systems.</li> <li>Ability to interpret operational dashboards and performance reports.</li> <li>Comfort working with multi-source data to drive decision making.</li> </ul> <p><strong><br />Behavioral Expectations</strong></p> <ul> <li>Operates with urgency and ownership at all times.</li> <li>Focuses on execution, not excuses.</li> <li>Holds technicians and locations accountable to performance standards.</li> <li>Prioritizes uptime, revenue, and customer experience equally.</li> <li>Proactively identifies issues before they become operational failures.</li> <li>Maintains clear, direct, and solution-oriented communication.</li> </ul> <br /> <p><strong>Mental Capability Requirements</strong></p> <ul> <li>Comprehension: Ability to understand opposing points of view on highly complex issues, negotiate, and integrate different viewpoints.</li> <li>Organization: Ability to organize and prioritize work schedules of others on long-term basis.</li> <li>Reasoning &amp; Decision Making: Ability to make decisions with significant impact on department&rsquo;s credibility, operations, and services.</li> <li>Communication: Ability to formulate complex and comprehensive materials, such as legal documents, authoritative reports, official publications of major scope and impacts, and make formal presentations.</li> <li>Mathematics: Ability to compute, analyze, and interpret complex statistical data and develop forecasts and computer models.</li> </ul> <br /> <p><strong>Physical Demands and Work Environment</strong></p> <p>The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p>While performing the duties of this job, the employee is regularly required to use hands to handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand, walk, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee is occasionally required to sit. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 65 pounds. Specific vision abilities required by this job include color vision, peripheral vision, depth perception, and the ability to adjust focus.</p> <p>While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and risk of electrical shock. The employee is frequently exposed to wet and/or humid conditions, extreme heat, and vibration. The employee is occasionally exposed to high, precarious places, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level is normally loud.<br /><br /><br /></p> <p><strong>Common Expectations of Performance for all Employees</strong></p> <p>The following includes common expectations for all employees of the Company. The evaluation of job performance will be based on these common expectations as well as the position-specific responsibilities described above.<br /><br /></p> <p><strong>Communications, Teamwork, and Feedback to Others</strong></p> <ul> <li>Contribute to a work environment that is based on trust and respect.</li> <li>Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.</li> <li>Suggest ways to improve the efficiency of conducting their job duties.</li> <li>Promote continuous improvement and change to support company growth.</li> <li>Mentor others unselfishly.</li> <li>Give credit where it&rsquo;s due.</li> </ul> <br /> <p><strong>Company Loyal Policies and Work Ethic</strong></p> <ul> <li>Adhere to the policies contained in the Employee Handbook.</li> <li>Adhere to the Company&rsquo;s Employee Conduct Policy.</li> <li>Support management decisions toward meeting company goals.</li> <li>Be open and receptive to new ideas, regardless of their origin.</li> <li>Make prudent decisions, which are based on the best interest of the Company and its long-term future.</li> </ul>