Technical Service Manager

Technical Service Manager

There's never been a better time to join TravelCenters of America! For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services. Now a part of the bp family, TA is focused on growing its network of travel centers, implementing cutting edge technology and embarking on innovative alternative energy and sustainability initiatives. From our locations across the country, to our corporate headquarters in Westlake, Ohio, every team member is a stakeholder in TA's success. This environment offers endless career opportunities for individuals interested in sharing their ideas, growing with the company and shaping TA's future.

Job Summary

The Technical Service Manager at TravelCenters of America is responsible for leading all aspects of technical service support within the Truck Service division. This role leads the technical support help line, maintains and authors service documentation, and oversees diagnostic access and tooling readiness. Grounded in BP's Operating Management System (OMS) and TA's Believe in Zero philosophy, the Technical Service Manager partners with Operations, Learning & Development, Parts, Warranty, and Vendor Management to improve first-time fix rates, reduce rework and warranty exposure, and elevate technician capability.

Key Responsibilities

Technical Operations & Safety

• Embed OMS principles and TS SOPs into daily support practices, championing safe work methods and risk reduction.
• Author, review, and maintain technical bulletins, repair procedures, and diagnostic guides to drive consistent, compliant repairs.
• Support site leadership with technical audits and corrective actions to address quality or safety gaps.

Technical Help Line & Quality Management

• Lead and facilitate complex, cross-functional projects using Lean, Six Sigma, and other methodologies to drive improved business results.
• Manage project portfolios, ensuring timely execution, stakeholder alignment, and sustained impact.
• Support go-live and stabilization phases, ensuring solutions are embedded and continuously improved.

Tools, Equipment & Diagnostics

• Own the evaluation and deployment of tools, shop equipment, and diagnostic technologies, ensuring full compliance with licensing and access requirements.
• Partner with vendors to test and validate new technologies for ROI, usability, and safety.
• Maintain readiness standards for diagnostic platforms and specialty tooling across sites.

Training, Knowledge & Enablement

• Partner with Learning & Development to align curriculum with field issues (emissions systems, ADAS, electrification where applicable).
• Deliver technical updates and micro-learnings; contribute to technician certification and progression paths.
• Create and maintain knowledge base articles and job aids informed by field cases and RCAs.

Collaboration & Customer Support

• Work cross-functionally with Operations, Parts, and Warranty to resolve recurring issues and optimize parts availability.
• Engage with fleet customers as needed on escalations, root-cause findings, and preventive recommendations.
• Represent Truck Service in industry forums and events, as assigned.

Key Performance Indicators (KPIs)

• Help line first-contact resolution and case closure SLA adherence
• Rework rate and warranty exposure ($ and %)
• First-time fix rate and diagnostic accuracy
• Technician adherence to SOPs and audit scores
• Training completion/assessment outcomes tied to field issues

Additional Responsibilities

• Implement and monitor standardized corrective action systems.
• Support safety, risk, and compliance initiatives, prioritizing the "Believe in Zero" safety philosophy.
• Perform other duties as assigned to support the continuous improvement mission.

What We'd Like To See

• Bachelor's degree in engineering, Industrial Engineering, or related field preferred; equivalent experience considered. Strong analytical, facilitation, and stakeholder management skills.
• 7+ years of experience in heavy-duty truck service and repair (automotive-only backgrounds will not be considered).
• ASE Master Medium/Heavy-Duty Certification or equivalent technical credential is strongly preferred.
• Proven ability to author technical documents, service bulletins, and repair procedures.
• Strong knowledge of shop safety practices, including OSHA regulations, DOT compliance, and BP OMS safety frameworks.
• Demonstrated expertise in diagnostic software management, including licensing and tool evaluation/testing.
• Experience leading technical support programs, help lines, or centralized technical escalation processes.
• Ability to work independently, manage multiple priorities, and lead cross-functional projects.
• Travel requirement is approximately 30%.
• Valid driver's license

With Us, You'll Enjoy

• Competitive salary and annual bonus opportunity
• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid vacation and holidays
• Tuition reimbursement
• On-site meal discounts
• Discounts on technology, travel and food
• Company-paid training and advancement opportunities
• Relocation assistance (relocation not required)

Not all benefit plans are available to all team members. For a full list, visit: https://www.ta-petro.com/careers/working-at-ta-travel-centers

Pay Range

$115,000.00 - 125,000.00 - A pay range listed reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.

Our travel centers serve thousands every day; not one traveler is the same and our team must reflect that. We can "return every traveler to the road better than they came" only by understanding and celebrating individualism. TravelCenters of America is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless race, color, religion, creed, national or ethnic origin, age, marital status, familial status, ancestry, sex, gender, pregnancy, gender identity or expression, sexual orientation, mental or physical disability, handicap, military service or Veteran status, genetic information or membership in any other category protected by applicable federal, state or local law. At TravelCenters of America, we invite everyone to make themselves at home.

Typical Physical Demands

This role requires frequent verbal and written communication, strategic planning, and collaboration with field leaders and cross-functional teams. While the role is largely focused on analysis, leadership, and oversight, travel to locations will be required. During site visits, light physical activity such as walking, standing, or navigating shop environments may occur. Lifting or moving objects up to 50 lbs may be required on rare occasions. Visual acuity is essential for reviewing operational data, facilities, and service documentation. All tasks are performed with or without reasonable accommodation.

Work Environment

The role is based in a professional environment with standard office conditions. Travel to indoor and outdoor locations will occur, exposing the individual to operational settings such as truck service shops. These environments may include mechanical noise, diesel fumes, moving equipment, and contact with substances typical of commercial vehicle maintenance (e.g., grease, oil). All site visits are conducted in accordance with company safety protocols, and appropriate personal protective equipment (PPE) is provided and expected to be used.

Disclaimer

This job description may not list all duties for this position. The incumbent in this position may be asked to perform other duties. TA Operating LLC reserves the right to revise the job description at any time. This job description is not a contract for employment, and either the incumbent or TA Operating LLC may terminate employment at any time, for any reason.