Position SummaryThe 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.
Job Functions / Responsibilities - 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
Qualifications Education & Experience:
- 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
Technical & Professional Skills:
- 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
Interpersonal & Communication Skills:
- 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 technicians, dealer management, and senior PACCAR leadership)
- Strong interpersonal skills including ability to build trusting relationships with dealer principals and service management
Travel Requirements Willingness and capability to travel within the USA and Canada approximately 1-2 times per month, with possible occasional additional travel as needed for critical improvement initiatives.
As a U.S. PACCAR employee, you have a full range of benefit options including: - 401k with up to a 5% company match
- Fully funded pension plan that provides monthly benefits after retirement
- Comprehensive paid time off - minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
- Tuition reimbursement for continued education
- Medical, dental, and vision plans for you and your family
- Flexible spending accounts (FSA) and health savings account (HSA)
- Paid short-and long-term disability programs
- Life and accidental death and dismemberment insurance
- EAP services include wellness plans, estate planning, financial counseling and more
Additional Job Board InformationWe carefully consider numerous compensation factors including your education, training, or experience. The salary range for the Aftersales Program Manager is $104,100 - $162,900 annually. Additionally, this role is eligible for the full range of benefit options listed above.
