Head of Service & Customer Experience

Truma Corp; Elkhart (IN); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive salaries

Flexible schedules

Company-paid training

PTO, holidays, parental leave

Health, dental, vision, disability

Life insurance

HSAs/FSAs

Job summary

Truma North America is seeking a strategic Head of Service to lead Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service across Canada and the United States. You will shape the service strategy, drive operational excellence, and manage regional budgets while ensuring premium ownership experiences.

The role requires 12+ years in service leadership within premium, technical, or engineered goods sectors, with international matrix experience and strong budgeting,

Qualifications

• Bachelor’s degree or equivalent experience required.
• Five+ years of leadership in customer service, technical service, warranty, quality, or aftersales roles.
• Experience leading multi-faceted teams in an international or matrix environment.
• Strong proficiency in budgeting, strategy, and KPI management.

Responsibilities

• Lead Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service.
• Develop North American service strategy, budgets, and operating rhythms.
• Monitor service performance metrics and implement continuous improvements.
• Partner with HR and senior leadership to recruit, onboard, retain and develop talent.

Skills

Leadership

Budget management

Strategic planning

Warranty management

Root-cause analysis

Cross-functional collaboration

International experience

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

SAP

Warranty knowledge systems

Job description

Truma North America is seeking a strategic Head of Service to lead Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service across Canada and the United States. You will shape the service strategy, drive operational excellence, and manage regional budgets while ensuring premium ownership experiences.

The role requires 12+ years in service leadership within premium, technical, or engineered goods sectors, with international matrix experience and strong budgeting,