Road Service Director
Exeter, NH
Full Time
Road Service - Exeter
Senior Manager/Supervisor
NETC Fleet Services is hiring a Road Service Director to lead the next phase of growth in our road service business. This is a new, senior role created to scale our road service operations rapidly across New England. NETC is well known in the region for road service, and we are investing in that reputation with dedicated leadership, capital, and headcount. If you are an experienced service leader who wants direct ownership of a growing business line — with the people, capital, and authority to actually move it — this is the role.
Position Summary
Road service has historically been managed within each terminal’s portfolio, alongside towing, transport, and shop operations. As the business has grown, we have made the deliberate decision to separate road service into its own vertical with dedicated leadership. This role exists to scale road service across NETC, MBTR, and Ray’s with focused ownership of P&L, people, capital, customer relationships, and billing discipline — the things that drive a road service business to grow profitably and quickly.
Key Responsibilities
Base salary range: $90,000–$120,000, commensurate with experience. Full benefits package. This role is part of the leadership team at NETC Fleet Services and includes direct working relationship with the COO and senior leadership across the company. Growth opportunity within the role and within the broader company as the road service business scales.
Benefits Include
Position Summary
- Title: Road Service Director
- Reports to: Chief Operating Officer
- Direct reports: Road Service Manager; future road service operators and managers
- Partners with: Director of Growth on growth, customer relationships, and pipeline development; Chief Financial Officer on P&L reviews
- Brands covered: NETC Road Service (primary), with MBTR and Ray’s road service trucks under the same operating model
- Geographic scope: Primarily NH, ME, and MA, with growth into broader New England as the business expands
- Classification: Exempt salary, commensurate with experience
- Schedule: Full-time. Some after-hours availability expected, given the 24/7 nature of road service.
- Location: Exeter, NH (primary), with regular travel across the road service footprint
Road service has historically been managed within each terminal’s portfolio, alongside towing, transport, and shop operations. As the business has grown, we have made the deliberate decision to separate road service into its own vertical with dedicated leadership. This role exists to scale road service across NETC, MBTR, and Ray’s with focused ownership of P&L, people, capital, customer relationships, and billing discipline — the things that drive a road service business to grow profitably and quickly.
Key Responsibilities
- Own the road service P&L. Full ownership of revenue, gross margin, labor productivity, parts margin, fuel surcharge recovery, FET handling, and operating expense for the road service business. Monthly P&L review with the COO and CFO; corrective actions where results miss.
- Scale the road service team rapidly. Partner with the Director of Growth to grow the customer base, and partner with HR to grow the team. Build a hiring pipeline for road service operators across the footprint. Set the standard for what “good” looks like in a road service technician.
- Manage the Road Service Manager. Develop the existing manager; build the bench as the team scales; potentially add additional Road Service Managers as geographic coverage expands.
- Own road service truck procurement and equipping. Own the truck procurement process front to back — finding the right trucks for growth, negotiating price, installing equipment (lights, racks, tools), wrapping with NETC branding, and getting trucks on the road. Every truck purchase is approved by the COO, but you own the entire process from sourcing to deployment.
- Own road service fleet repair decisions. Direct authority on road service truck repair decisions up to $5,000 per repair; above that, COO approval required. Make the call quickly so trucks get back on the road and earning.
- Audit every road service call. Personally accountable for the accuracy and completeness of road service billing. Review every road service invoice for correct labor capture, parts capture, fuel surcharge, FET, and recovery line items. Drive standardization of how road service calls are billed across brands and operators.
- Own customer relationships at the senior level. Be the senior point of contact for major road service accounts. Partner with the Director of Growth on new account acquisition, contract negotiations, and ongoing customer relationship management.
- Drive training and operator development. Build and own a road service training program — onboarding for new operators, ongoing skill development, safety protocols, and customer interaction standards. Road service operators represent the brand directly to customers in the worst moments of their day; training matters.
- Coordinate with Service and Terminal Operations. Road service operates alongside but separate from the shops. Maintain a strong working relationship with the VP of Service, the Transportation Manager, and the Terminal Managers so road service operates as part of one company, not a silo.
- Execute the safety program. Follow all DOT, FMCSA, and company regulations without exception. Partner with the Safety & Compliance Manager to execute the company safety program for the road service team.
- Communicate proactively with the COO. Flag issues early with a recommended solution. Report growth status, financial performance, customer wins and losses, and concerns regularly — don’t wait to be asked.
- Multi-year experience leading a service or road service operation — service manager, operations manager, road service manager, or comparable
- Strong technical knowledge of heavy-duty diesel trucks and trailers — you understand the work your team is doing and can make credible technical calls
- Demonstrated ability to read and act on a P&L — gross margin, labor utilization, parts margin, operating expense
- Experience with service writing, invoice review, or billing audit in a heavy-duty service environment
- Demonstrated ability to lead a team and develop direct reports
- Strong written and verbal communication — you will work daily with customers, technicians, peers, and senior leadership
- Comfortable with technology: shop management systems, dispatch platforms, telematics (Samsara or similar), Microsoft Office
- Willingness to travel across the road service footprint regularly
- Direct road service experience — even from a traditional service manager who has built or grown a road service operation
- Prior P&L ownership at the director or operations manager level
- Experience scaling a service business through both organic growth and acquisition
- Experience with Fullbay, Towbook, MOTOR labor guides, or comparable shop and dispatch systems
- ASE certifications, OEM training, or relevant industry credentials
Base salary range: $90,000–$120,000, commensurate with experience. Full benefits package. This role is part of the leadership team at NETC Fleet Services and includes direct working relationship with the COO and senior leadership across the company. Growth opportunity within the role and within the broader company as the road service business scales.
Benefits Include
- Medical, Dental, and Vision Plans
- Life and Disability Plans
- AFLAC Plans
- 401K With Company Match
- Paid Holiday and Vacation Time
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