Head of Service & Customer Experience

Truma North America; Elkhart (IN); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive salaries and flexible work

Company-paid training and professional

PTO, holidays, and parental leave

Health, dental, vision, disability, &/

HSA & FSA options

Gym membership reimbursement

4% retirement match

Job summary

Truma North America seeks a seasoned Head of Service to lead its service strategy, customer care operations, warranty administration, and field service initiatives across the United States and Canada. You will shape the service organization, align regional practices with Truma Group standards, and drive premium ownership experiences.

The role reports to the North American Leadership Team and requires extensive leadership experience in service, strong budgetary oversight, and a track record of

Qualifications

• 12+ years of progressive leadership in service/aftersales
• Experience leading multi-disciplinary service teams
• Experience in international/matrix environments
• Bachelor’s degree or equivalent; premium/engineering background preferred

Responsibilities

• Lead service strategy and operations for North America (US/Canada)
• Oversee Customer Care, Warranty, Technical Service and Field Service
• Develop budgets, KPIs, and continuous improvement roadmap
• Align regional service practices with Truma Group standards
• Manage escalation, compliance, and risk across service orgs

Skills

Leadership

Customer care

Warranty management

Strategy development

Budgeting & finance

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Salesforce

SAP

Job description

Truma North America seeks a seasoned Head of Service to lead its service strategy, customer care operations, warranty administration, and field service initiatives across the United States and Canada. You will shape the service organization, align regional practices with Truma Group standards, and drive premium ownership experiences.

The role reports to the North American Leadership Team and requires extensive leadership experience in service, strong budgetary oversight, and a track record of