Head of Service

Job Description

Job Description

Who we are:

Truma is a premium partner to the outdoor recreation community, with a focus on cooling, heating and hot water solutions. Truma started doing business in North America in 2013, establishing its headquarters in Elkhart, IN. Backed by over 70 years of German engineering, Truma has a long history of providing quality solutions to the global outdoor recreation market. Truma provides "Simply Better" world-class systems designed and tested specifically for outdoor adventures and the diverse terrains unique to North America. Truma distinguishes itself by its high-quality products, exemplary customer service, knowledgeable technicians, and customer-first philosophy

What we offer:

• Competitive salaries and flexible schedules
• Company-paid training and professional development
• Paid time off (PTO), paid sick leave, paid holidays, and paid parental leave
• Premium benefits including health, dental, vision, disability, voluntary and company-paid life insurance
• Supplemental benefits including accident, hospital, and critical illness
• Retirement savings plan with up to 4% match
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Gym membership reimbursement

What you'll do:

The Head of Service leads Truma North America’s service strategy, customer care operations, warranty administration, technical service support, field service activities, product safety monitoring, and service excellence initiatives across Canada and the United States. This role is accountable for delivering a premium ownership experience that reinforces Truma’s reputation for quality, reliability, technical excellence, and customer satisfaction.

This role serves as a member of the Truma North America Leadership Team and provides strategic and operational leadership for Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service.

Leadership Team Contribution

• Serve as a key member of the Truma North America Leadership Team, contributing to overall business strategy, annual planning, organizational development, operational excellence, investment priorities, and long-term growth initiatives.
• Partner with fellow Department Heads to align customer satisfaction, product quality, operational performance, service capability, and commercial growth objectives.
• Represent the voice of the customer, warranty experience, and technical service organization during strategic planning, business reviews, and operational decision-making.
• Operate effectively within an international organization by aligning North American service practices with Truma Group expectations and communicating regional customer and market needs.

Service Strategy & Financial Accountability

• Develop and execute the North American Service strategy, departmental objectives, annual priorities, operating rhythms, resource plans, staffing plans, and continuous improvement roadmap.
• Build and manage departmental budgets, expense forecasts, capital requirements, travel expenditures, warranty-related costs, and external service support resources.
• Establish, monitor, and communicate Service performance metrics, including customer satisfaction, response time, first-contact resolution or first-time fix rate, service-level achievement, warranty cost and failure trend reduction, escalation effectiveness, and corrective-action effectiveness.
• Drive operational discipline through KPI reviews, performance dashboards, management routines, and structured accountability processes.

Customer Care, Warranty & Service Operations

• Lead Customer Care (Call Center) operations, including staffing, workforce planning, call volume and queue management, service-level performance, escalation management, communication quality, case documentation, first-contact resolution, and coaching of customer-facing team members.
• Oversee warranty administration and ensure accurate, timely, and consistent management of warranty claims, field issues, and related costs.
• Maintain service standards that deliver professional, technically accurate, and customer-focused support throughout the ownership lifecycle.
• Ensure efficient resolution of customer, dealer/service partner, OEM, supplier, and internal support issues through structured escalation and case-management processes.

Technical Service, Product Quality & Continuous Improvement

• Lead structured problem-solving for warranty claims, field failures, recurring service issues, and product quality concerns using root-cause analysis, containment, corrective and preventive actions, disciplined documentation, and verification of effectiveness.
• Translate warranty trends, customer feedback, field observations, technical escalations, and service performance data into actionable recommendations for product, training, communication, quality, and business improvements.
• Partner with Product Management, Quality, OEM Sales, Marketing & Retail Sales, Supply Chain, suppliers, and Truma Group stakeholders to improve product performance and customer outcomes.
• Continuously improve: technical support processes; troubleshooting methods: knowledge-base content; service documentation; service manuals; training materials; and internal communications.

Product Safety & Risk Management

• Monitor, investigate, document, and escalate product safety-related service events and field incidents.
• Coordinate investigations and corrective actions with appropriate internal, supplier, quality, legal, and Truma Group stakeholders.
• Ensure appropriate reporting, containment, documentation, follow-up, and verification activities are completed to support risk mitigation, regulatory obligations, customer safety, and brand protection.
• Provide leadership during significant technical escalations, field actions, and safety-related investigations.

Service Technical Excellence

• Maintain the established departmental technical service standards; troubleshooting expectations; and service quality measures.
• Ensure Service documentation, warranty processes, troubleshooting resources, and technical Service tools are maintained and continual improved.
• In partnership with the Head of Marketing & Retail Sales, who owns the training strategy, deployment, participation, and commercial performance outcomes, the Head of Service provides field and technical service feedback in the development and continual improvement of the technical accuracy of the service related training programs.

People Leadership, Team Development & Organizational Capability

• Build, lead, coach, and develop a high-performing service organization across Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service.
• Establish departmental goals, role clarity, succession plans, talent development priorities, operating disciplines, and performance expectations.
• Create a culture of ownership, professionalism, technical credibility, urgency, accountability, collaboration, quality discipline, continuous improvement, and customer focus.
• Partner with Human Resources and senior leadership to recruit, onboard, retain, and develop talent capable of supporting Truma’s present and future business requirements.

The job criteria may include other duties, responsibilities and activities, which may change or be assigned at any item with or without notice.

Position Requirements:

• Education: Bachelor’s degree or equivalent experience required. Technical, engineering, quality, business, or related field preferred.
• Experience: 12+ years of progressive leadership experience within customer service, technical service, field service, warranty, quality, or aftersales organizations, preferably supporting premium, technical, engineered, durable goods, automotive, RV, marine, HVAC, appliance, or related products. Five or more years of experience leading multi-faceted customer service or technical service teams. Philosophy of and implementation of Ritz-Carleton “Gold Standard” principles in a service environment.
• Business Leadership: Experience developing departmental strategy, budgets, resource plans, operating rhythms, performance dashboards, and continuous improvement roadmaps for a service, technical support, warranty, quality, or aftersales organization.
• International / Matrix Experience: Experience working in an international, matrixed, or parent-company environment preferred, with the ability to balance global standards, regional customer expectations, and local market realities.
• Certifications: None required.
• Functional Skills: Analytical thinker with strong technical aptitude, highly effective problem-solving skills, and demonstrated strength in warranty management, service network technical development, technical troubleshooting, root-cause analysis, escalation handling, service experience management, prioritization, organization, and attention to detail.
• Quality & Root-Cause Skills: Demonstrated ability to lead structured problem-solving using 8D, 5 Why, fishbone/Ishikawa, fault-tree analysis, containment actions, corrective and preventive actions, verification of effectiveness, trend analysis, and disciplined documentation.
• Technology Aptitude/Skills: Proficiency in Microsoft Office products, including Excel, Word, Outlook, and PowerPoint, required. Experience with Salesforce, SAP, warranty, case-management, knowledge-base, reporting, quality-tracking, and customer-experience tools preferred.
• Language Skills: Excellent written, verbal, presentation, and executive communication skills, with the ability to communicate clearly and confidently with all levels of the organization, customers, OEMs, dealers/service partners, suppliers, and Truma Group stakeholders.
• Leadership/Behaviors: Superior leadership skills with strong customer focus; proven ability to create a service culture based on ownership, urgency, professionalism, technical credibility, follow-through, accountability, collaboration, quality discipline, and continuous improvement.
• Culture Match Behaviors: Professional in all activities; demonstrates ownership, precision, humility, adaptability, accountability, ethical conduct, and a deep commitment to premium customer care, technical excellence, disciplined problem-solving, long-term brand trust, and the success of Truma North America and Truma Group.

Core Values that Apply to All Positions:

• Courage
• Connectedness
• Adaptability
• Sustainability