Job Description
Job Overview:
A Little About Us: Operating since 1968, Newmar Corporation has been helping customers explore the outdoor lifestyle, enabling extraordinary mobile experiences as they travel, live, work, and play. Newmar has been synonymous in the RV industry with luxury, quality, and innovative motor coaches. In every part of our company, we relentlessly pursue continuous improvement and enhanced productivity, driving out waste, and creating meaningful strategic differentiation. Newmar is part of Winnebago Industries, Inc. a leading U.S. manufacturer of outdoor lifestyle experiences under the Winnebago, Newmar, Grand Design, Chris-Craft, and Barletta brands.
Primary Objective of Position: Responsible for the day-to-day leadership and operational execution of Factory Service customer support functions, including estimate support, customer store parts sales, service writer oversight, service parts employee oversight, customer checkout, and process development. This position supports revenue growth, improves customer ease, strengthens shop and parts communication, and ensures Newmar owners receive a consistent, professional, and seamless service experience from estimate through final checkout.
Key Areas of Responsibility
- Provide daily leadership, direction, coaching, and support for Service Writers and Service Parts employees to ensure consistent execution of Factory Service expectations.
- Oversee the estimate process to ensure customer estimates are accurate, timely, clearly communicated, and aligned with approved service work.
- Support revenue growth through customer store sales, service-related parts sales, accessory opportunities, and proactive customer recommendations.
- Monitor customer store and parts sales activity, identify revenue opportunities, and partner with leadership on actions that improve performance.
- Oversee the customer checkout process to ensure invoices, parts charges, labor charges, estimate approvals, and customer communication are accurate.
- Develop, document, and improve processes within Service Writing, Service Parts, Customer Checkout, and Customer Store operations.
- Partner with Parts, Factory Service, Warranty, Accounting, and Customer Experience to resolve customer issues, improve internal communication, and reduce delays.
- Support escalated customer concerns by providing clear communication, timely follow-up, and a professional path to resolution.
- Use operational reporting and feedback to identify gaps in service execution, customer effort, revenue capture, and process consistency.
- Help establish expectations, training materials, and standard work for team members to improve consistency and accountability.
- Ensure agreed-upon service levels are met for estimates, customer communication, parts support, checkout, and internal handoffs.
- Perform other duties as assigned by Factory Service, Customer Experience, or Executive Leadership.
Key Attributes
- Customer-first mindset with a strong focus on reducing customer effort and improving the service experience.
- Strong leadership presence with the ability to coach, influence, and hold teams accountable.
- Business acumen with an understanding of revenue growth, parts sales, margin awareness, and operational efficiency.
- Excellent verbal and written communication skills.
- Ability to collaborate with cross-functional teams across Parts, Service, Warranty, Accounting, and Customer Experience.
- Strong problem-solving skills and the ability to make sound decisions in a fast-paced service environment.
- Attention to detail, especially related to estimates, invoices, parts charges, and customer checkout.
- Positive attitude, ownership mindset, and ability to work through ambiguity.
- Empathy and ability to professionally de-escalate customer concerns.
- Process improvement mindset with the ability to turn operational issues into clear, repeatable processes.
- Time management skills and ability to manage multiple priorities.
Education & Experience
- High school diploma or equivalent required. College degree or equivalent leadership experience preferred.
- Five or more years of experience in service operations, customer service, parts operations, dealership operations, RV, automotive, or a similar service environment preferred.
- Previous leadership, team lead, supervisory, or coaching experience preferred.
- Experience working with estimates, service invoicing, parts sales, customer checkout, or service administration preferred.
- Experience supporting customer-facing teams and resolving escalated customer concerns.
- Ability to read, interpret, and act on operational and financial performance metrics.
- Experience developing or improving standard operating procedures, workflows, or training materials.
- Experience with Salesforce, service management systems, ERP systems, Microsoft Office, and reporting tools preferred.
