Head of Service Excellence & Field Operations

Truma-Corporatio; Elkhart (IN); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive salaries

Company-paid training and development

PTO, holidays, parental leave

Health, dental, vision, disability, &

Life insurance

HSA & FSA options

Gym membership reimbursement

Job summary

Truma North America in Elkhart, IN seeks a Head of Service to lead Customer Care, Warranty, Technical Service, Product Safety, and Field Service across the United States and Canada. You will develop the North American service strategy, manage budgets, build KPIs, and drive continuous improvement to deliver premium ownership experiences.

The role reports to the NA Leadership Team and requires strong leadership, strategic thinking, and a proven track record in premium service environments.

Qualifications

• Bachelor’s degree or equivalent experience; technical, engineering, quality, business, or related field preferred.
• 12+ years of progressive leadership experience within service, technical service, warranty, or aftersales organizations.
• Experience leading multi-faceted customer service or technical service teams.
• International/matrix experience preferred.
• Ability to develop departmental strategy, budgets, and operating rhythms.

Responsibilities

• Lead Customer Care, Warranty, Technical Service, Product Safety Management, and Field Service across North America.
• Develop and manage departmental budgets, resource plans, and staffing.
• Establish KPIs, dashboards, and governance for service performance.
• Drive continuous improvement in service delivery and customer outcomes.
• Collaborate with Product Management, Quality, Sales, and partners to align service objectives.

Skills

Leadership

Budgeting

Customer care

Warranty management

Technical service

Data analytics

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

SAP

Warranty management tools

Knowledge-base systems

Job description

Truma North America in Elkhart, IN seeks a Head of Service to lead Customer Care, Warranty, Technical Service, Product Safety, and Field Service across the United States and Canada. You will develop the North American service strategy, manage budgets, build KPIs, and drive continuous improvement to deliver premium ownership experiences.

The role reports to the NA Leadership Team and requires strong leadership, strategic thinking, and a proven track record in premium service environments.