Aftersales Program Manager

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 also designs and manufactures advanced diesel engines, provides financial services and information technology, and distributes truck parts related to its principal business.

Kenworth Truck Company, founded in 1923, is the manufacturer of The World’s Best® heavy and medium duty trucks. With an excellent heritage of quality, innovation and technology, Kenworth has played an essential role in the development of trucks that are more fuel efficient, productive, and economical to operate. Today, Kenworth is leading transportation innovation with the introduction of battery-electric vehicles, exploration of fuel cell electric powertrains, and autonomous driving systems.

Kenworth is committed to fostering an environment of diversity, equality and inclusivity in the workplace.

The Aftersales Program Manager serves as a strategic change agent dedicated to reducing vehicle dwell time and enhancing operational efficiency at Kenworth dealer service facilities. Reporting to the Director of Uptime, this position will drive continuous improvement at the dealer service level through Lean methodologies while coordinating cross-functional PACCAR teams and dealer partnerships to maximize customer uptime and dealer service profitability.

The position will establish collaborative relationships with dealer principals and service management while coordinating internal PACCAR functions including Service, Engineering, PACCAR Parts, Global Connected Services, Global Powertrain, and Dealer Development to optimize dealer service operations and customer satisfaction.

• Lead comprehensive process improvement initiatives focused on reducing vehicle dwell time across the Kenworth dealer network using Lean methodologies and continuous improvement best practices
• Conduct detailed diagnostic assessments of dealer service operations using data analytics to identify bottlenecks, inefficiencies, and improvement opportunities
• Develop and implement standardized service process frameworks that balance quality, efficiency, and customer satisfaction
• Partner with assigned dealers to design and execute customized improvement action plans tailored to facility-specific operational challenges
• Manage cross-functional program initiatives coordinating with Sales, Service, Engineering, PACCAR Parts, Global Connected Services, Global Powertrain, and Dealer Development to align dealer support strategies
• Benchmark competitors and stay up to date on current industry practices to ensure Kenworth delivers The World’s Best service experience
• Facilitate training and coaching with dealer service management and technical teams on Lean principles, process mapping, and performance management
• Establish and monitor key performance metrics related to uptime, dwell time, service throughput, labor utilization, and customer satisfaction and communicate results to dealer principals and PACCAR management
• Prepare detailed reports and presentations documenting improvement results, lessons learned, and best practices for replication across the network
• Collaborate with the Director of Uptime to align dealer service improvement priorities with uptime objectives
• Perform other duties as assigned; manage future Aftersales initiatives as needed in support of department goals

• Bachelor's degree required, preferably in a business-related field, Engineering, or Automotive Technology; MBA is a strong plus
• 7 years related business experience required, preferably in process improvement, Lean/Six Sigma, dealer service operations, heavy equipment service management, or commercial truck dealerships
• 3+ years experience implementing continuous improvement or Lean methodologies in manufacturing or service environments highly preferred
• Demonstrated experience with dealer or service center operations preferred
• Proven track record of leading successful process improvement projects with measurable business results

• Strong personal computer skills including Excel, PowerPoint, and data analysis software required
• Demonstrated analytical skills with ability to identify root causes and develop data-driven solutions
• Proficiency in process mapping and visualization tools

• Excellent verbal and written communication skills with ability to translate complex process improvements into clear action steps
• Exceptional presentation skills including ability to communicate improvement initiatives and results to diverse audiences (frontline…