Truck Service Group Manager

Job Summary

The Group Manager is a strategic leader responsible for overseeing truck service operations across multiple locations within a defined geographic service area. This role ensures consistent execution of company standards, operational excellence, and financial performance while developing high-performing leadership teams. The Group Manager partners closely with Truck Service Operations Managers to drive customer satisfaction, safety, and profitability, while fostering a culture of accountability, development, and continuous improvement.

As a visible leader across multiple sites, the Group Manager is expected to model professionalism through personal presentation and reinforce appearance standards across all teams to support a consistent, customer-focused brand image and workplace culture.

Key Responsibilities

Leadership & Talent Development

* Lead, coach, and mentor Truck Service Operations Managers to build strong, effective teams.

* Identify and develop high-potential talent for succession planning and leadership pipelines.

* Conduct regular site visits, performance reviews, and leadership development sessions.

* Promote a culture of trust, recognition, and accountability across the service area.

Operational Excellence

* Frequent travel to sites within the service area.

* Drive consistent execution of operational standards, safety protocols, and service quality across all sites.

* Drive and support compliance with federal, state, and local regulations.

* Lead best practices and continuous improvement initiatives to enhance efficiency and customer experience.

* Partner with cross-functional teams (P&C, Safety, L&D, Facilities) to support operations within the service area.

* Uphold Uniform & Appearance Standards:
Maintain a clean, professional appearance and ensure all team members adhere to company uniform and grooming guidelines to promote a consistent and customer-friendly image.

Financial & Business Performance

* Own the P&L for the service area; analyze financial reports and implement strategies to meet or exceed revenue and profitability targets.

* Monitor labor, inventory, and service mix to optimize performance across the service area.

* Support pricing strategies, promotional execution, and local marketing efforts.

* Enforce accurate reporting and strict adherence to financial controls.

Strategic Planning & Execution

* Collaborate with territory leadership to align service area goals with company strategy.

* Develop and execute service area-level action plans to address performance gaps and capitalize on growth opportunities.

* Own the implementation of service area-wide initiatives, supporting territory-driven strategies such as new service rollouts, capital projects, and process improvements.

Customer & Brand Experience

* Champion a customer-first mindset across the service area.

* Be customer obsessed with everything we do, drive clean, friendly and safe experiences that exceed expectations.

* Ensure facilities, equipment, and personnel reflect the professionalism and standards of the TA brand.

* Resolve escalated customer issues and support service recovery efforts.

Key Performance Indicators (KPIs)

* Revenue Growth:
Achieve or exceed service area revenue targets through effective service mix, pricing, and customer retention strategies.

* Profitability:
Maintain or improve service area-level profit margins by managing labor costs, inventory, and operational efficiency.

* Labor Productivity:
Optimize technician and service team productivity across the service area; track hours per repair order and revenue per labor hour.

* Customer Satisfaction:
Improve or maintain high customer satisfaction scores (e.g., NPS, customer feedback, complaint resolution).

* Safety Compliance:
Ensure 100% compliance with safety protocols and regulatory requirements; reduce incident rates year-over-year.

* Employee Retention:
Maintain strong retention rates for key roles, including Truck Service Operations Managers and technicians.

* Training Completion:
Ensure 100% completion of required training programs for all direct and indirect reports.

* Operational Audits:
Achieve passing scores on internal audits, including safety, cleanliness, and procedural compliance.

* Shop Utilization:
Maximize bay and technician utilization across the district to meet service demand efficiently.

* Succession Planning:
Maintain a pipeline of ready-now candidates for key leadership roles within the service area.

What We'd Like to See

* High School Diploma or GED required;
Associate's or Bachelor's degree in a related field preferred, or equivalent hands-on experience in commercial vehicle repair, service management, or a related industry.

* 7+ years of progressive leadership experience in truck service, fleet maintenance, or a related industry.

* Proven success managing multi-site operations and leading large teams.

* Strong business acumen, including experience managing budgets, P&L, and operational KPIs.

* Excellent communication, coaching, and conflict resolution…