Regional Mobile Service Manager

Regional Mobile Service Manager

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – 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.

The Regional Mobile Service Manager 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.

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.

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.

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.

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.

• Directly manage mobile technician productivity, efficiency, and output across assigned region
• Ensure daily full utilization of all mobile technicians
• Monitor and actively manage:
• Productivity
• Efficiency
• Revenue per technician
• Work completion rates
• Remove barriers preventing technician execution (parts, approvals, scheduling, communication gaps)
• Provide daily leadership, coaching, and performance feedback to mobile technicians
• Develop and execute technician improvement plans focused on:
• Productivity
• Technical proficiency
• Customer interaction quality
• Conduct structured field visits, ride-alongs, and performance evaluations
• Drive technician engagement, retention, and accountability
• Collaborate with fixed operations leadership to ensure balanced workload distribution
• Coordinate dispatch between shop and mobile units to eliminate idle capacity
• Align mobile service capacity with customer demand and regional workload trends
• Ensure seamless handoff between departments (Service, Parts, Warranty, Customers)
• Serve as escalation point for customer-facing mobile service issues
• Ensure timely resolution of on-site customer concerns
• Act as liaison between technicians and customers when issues arise
• Maintain high service reliability and customer satisfaction in field operations
• Conduct regular:
• QCIs (Quality Control Inspections)
• Safety audits
• Field compliance checks
• Enforce adherence to company safety standards and mobile service procedures
• Address quality issues immediately and implement corrective actions
• Develop and maintain productivity and performance reporting for mobile operations
• Track and analyze key performance indicators across all technicians and locations
• Use data to identify:
• Underperformance
• Capacity gaps
• Training needs
• Drive accountability through consistent performance visibility

• Technician Productivity (% of available hours converted to billed output)
• Technician Efficiency (SRT vs actual performance)
• Revenue per Mobile Technician (daily / monthly)
• Technician Utilization Rate
• Technician Turnover Rate
• Quality Control Inspection (QCI) compliance rate
• Safety compliance rate
• Customer satisfaction and field issue resolution time
• Mobile service response time and job completion cycle time

• Proven ability to lead and manage multi-location technician teams
• Strong coaching, mentoring, and performance management capability
• Deep understanding of mobile service operations and field repair environments
• Ability to diagnose operational breakdowns and implement rapid corrective action
• High sense of urgency with bias toward immediate resolution
• Strong cross-functional collaboration skills (Service, Parts, Sales, Warranty, IT, National Accounts)
• Effective conflict resolution and constructive communication style
• Ability to operate in a high-demand, fast-moving service environment

• Proficient in Microsoft Excel and Word
• Experience with dealership management systems
• Ability to interpret operational dashboards and performance reports
• Comfort working with multi-source data to drive decision making

• Operates with urgency and ownership at all times
• Focuses on execution, not excuses
• Holds technicians and locations accountable to performance standards
• Prioritizes uptime, revenue, and customer experience equally
• Proactively identifies issues before they become operational failures
• Maintains clear, direct, and…