Head of Service

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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

• 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

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.

• 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.

• 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.

• 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…