Going the Extra Mile: How a hospitality mindset inspires a world-class approach to customer service
At Kenworth Truck Company, customer dedication is more than a professional standard. It’s a core value that drives every decision behind building The World’s Best Trucks.
This commitment is embodied in leaders – like Erin Fitzpatrick, Kenworth’s fleet pricing manager – who go above and beyond to help Kenworth customers navigate complex financial decisions – not because it’s good for business, but because it’s second nature.
Erin’s professional journey didn’t begin in an office or behind the wheel of a truck. It began halfway across the world, in the mountains of Switzerland.
“I grew up splitting time between California and Switzerland,” she explains. “Both my parents were teachers who met while teaching abroad. They had this incredible passion for travel, and they passed that curiosity on to my brother and me.”
During the school year, home was the U.S.; summers were spent in the Alps, where her father ran a summer school for an American boarding program. It was an upbringing she fondly describes as ‘growing up like Heidi.’
“It was such a unique way to grow up,” Erin recalls. “I met kids from all over the world and learned to appreciate different cultures at a really young age.”
This global perspective shaped her world view – and later, her career. After high school in Santa Rosa, California, she pursued a degree in Hospitality Management with an emphasis in Food and Beverage at the University of Nevada, Las Vegas. “Hospitality taught me the value of service – of really listening to people and anticipating what they need before they even ask,” she says.
“Hospitality teaches you to anticipate needs, to think proactively, and to deliver a level of service that exceeds expectations,” she says. “Those principles translate to any customer-focused industry.”
Erin, age 3, in Switzerland
After graduation, Erin followed opportunity north to Washington State, landing a catering manager position at a Seattle Area convention center. From there, she rose through the hospitality ranks, holding leadership roles at several prestigious hotels. “It was rewarding work, but it was also demanding,” she says. “After I got married and we wanted to start a family, I knew I needed a more balanced lifestyle.”
The search for balance – and for a company with a strong corporate culture – led her to PACCAR. “During my time in hospitality, I kept meeting people who had worked there for 15 or 20 years, and I thought, they must be doing something right.”
Erin joined PACCAR Financial in 2019 through an associate rotational program, gaining broad exposure to the company’s operations. “It gave me a well-rounded understanding of how the business runs and what customers value most,” she explains.
In 2024, she transitioned to Kenworth, where she now works on large fleet pricing. Her team manages pricing strategy for some of the industry’s largest customers, including logistics and delivery companies with nationwide operations.
“Our goal is to structure pricing that is competitive, strategic, and sustainable,” Erin explains. “It’s about winning business while maintaining long-term value for both the customer and the company.”
“Coming from hospitality, I approach everything through the lens of service,” she says. “Even though I’m not in a hotel or restaurant anymore, it’s still about people – understanding their needs, solving problems, and making sure they feel heard.”
Erin’s perspective as a woman in the trucking industry has also fueled her drive to excel. “In meetings or calls, men often get the first question,” she admits. “You have to really know your stuff and prove yourself, but I’ve learned that asking questions, doing your research and being open about what you don’t know builds credibility. People respect honesty and effort.”
In addition to her professional accomplishments, Erin earned her MBA while working full time, an achievement that strengthened her confidence and leadership skills. She also attributes much of her growth to mentorship within PACCAR. “I’ve been fortunate to have mentors who encouraged me to get involved in internal initiatives and events. Those experiences helped me broaden my network and develop as a leader.”
Now balancing a demanding career with life as a mom to two young children, she credits her global upbringing for instilling resilience and curiosity. “When you grow up in different countries, you get comfortable with uncertainty. You learn to walk into new rooms, meet new people, and figure things out.”
Looking ahead, she hopes to share her love of global discovery with her kids – perhaps even working abroad someday. “Travel and experiencing other cultures gave me such an appreciation for people and possibility. I want to pass that on to them.” When asked what continues to drive her, she smiles, “If you’re not having fun, what’s the point? Work hard, be curious, and enjoy the ride.”
