Head of Service & Customer Experience

Truma International; Elkhart, Northern (IN, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salaries

Training & development

PTO & holidays

Parental leave

Health, dental, vision insurance

Retirement match up to 4%

HSA & FSA options

Gym reimbursement

Job summary

Truma North America is seeking a Head of Service to lead the service strategy, customer care operations, warranty administration, and field service activities across the United States and Canada. You will shape service excellence, drive customer satisfaction, and align regional practices with Truma Group standards.

You will lead a diverse, high-performing team, manage budgets, KPIs, and strategic initiatives, and collaborate with Product, Quality, and Sales to deliver premium service experiences

Qualifications

• Bachelor’s degree or equivalent experience required.
• Extensive leadership experience in customer service, technical service, or aftersales.
• Strong budgeting, planning, and performance-tracking capabilities.

Responsibilities

• Lead Customer Care (Call Center) operations, staffing and SLA adherence.
• Oversee warranty administration and related costs.
• Maintain service standards and professional customer support across ownership lifecycle.
• Ensure efficient resolution of issues through structured escalation and case-management processes.
• Drive service strategy, budget, KPIs, and continuous improvement.

Skills

Leadership

Customer care

Budgeting

Strategic planning

KPIs & metrics

Cross-functional collaboration

People leadership

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

SAP

MS Office

Job description

Truma North America is seeking a Head of Service to lead the service strategy, customer care operations, warranty administration, and field service activities across the United States and Canada. You will shape service excellence, drive customer satisfaction, and align regional practices with Truma Group standards.

You will lead a diverse, high-performing team, manage budgets, KPIs, and strategic initiatives, and collaborate with Product, Quality, and Sales to deliver premium service experiences