RV Technical Support Associate

Who We Are:

Truma is a leading international manufacturer of highly developed heating and water heater systems, as well as comfort accessories for travel trailers and motorhomes. Our global success and top market share come from our customer focus, innovation, product quality, and outstanding service. Truma is a medium-sized, family-oriented company with over 600 employees globally and a long history going back more than 75 years.

From our products to our people, we strive to be "Simply Better" in everything we do. If you're a motivated, results-oriented individual who wants to make a real difference in your community and role, then join team Truma today!

What We Offer:

• Competitive salaries and flexible work schedules to elevate your job satisfaction and productivity
• Company paid training and professional development allows you to grow your skill set and advance your career
• Modern, open-concept workspaces that encourage open communication and collaboration across the organization
• Excellent 401(k) retirement plan with up to 4% match, allows you to plan and save for your future
• Paid time off (PTO), paid sick leave, and paid holidays available immediately to give you the work/life balance that you’ve been searching for
• Premium benefits including, health, dental, vision, company paid life insurance, voluntary life insurance, short-term & long-term disability are available immediately
• Employee Assistance Program (EAP) offers 24/7 phone consultation with licensed health professionals and referrals to supportive resources
• Gym membership reimbursement of up to $30/month, will give you the incentive to reach your health goals
• Exciting and fun-filled team-building events that promote employee engagement and teamwork
• And much more to the best talent across North America!

What You’ll Do:

As the RV Technical Support Associate, you will provide technical support and customer support to Truma’s OEM, Dealer, and end user customers with the objective of providing a Best In Class customer experience. 

Your Accountabilities in the Role:

• Intake and processes inbound customer requests on Truma or Alde products while delivering a best-in-class customer experience
• Provide strong technical product support for OEMs, Service Technicians, and end users on product questions or issues while ensuring accurate and timely service
• Provide over the phone instructional product support for service technicians to ensure correct diagnosis and service execution as needed with our products
• Investigate complex support concerns, and where necessary coordinate closely with teams across Service, Sales, and Warranty departments
• Document and maintain customer data and account information in Truma’s CRM System
• Issue and process RMAs to return product for warranty evaluation and approval
• Identify part numbers and perform order entry within ERP system
• Support Service Department leadership with continuous process improvement to customer experiences
• Order placement related to customer products
• Maintains strong working relationships with GmbH (Truma Germany) Service area to ensure collaboration and open communication throughout the organization.

The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

Position Requirements:

• Education: Bachelor’s degree in a related field preferred; would consider a combination of Associate’s Degree or High School Diploma with direct customer service experience and/or Technical Certifications 
• Experience: 5 years of experience in Customer Service / Support capacity
• Certifications: RVTI Certification or related technical certifications desired
• Functional Skills: Strong problem resolution skills, with a technical/mechanical aptitude to learn basic product service, troubleshooting, and support for the Truma products. Ability to handle calls and enter information into a database at the same time. Strong attention to detail with the ability to move efficiently to new calls
• Technology Skills: Knowledge of Microsoft Office is required; database experience preferred. SAP and Salesforce experience a plus
• Language Skills: Solid verbal and written communication skills required
• Leadership/Behaviors: Strong customer focus and a sense of urgency is required; ability to build relationships, collaborate on best practices, and provide ongoing support to customers and team members is also important
• Culture Match: Customer-service oriented, ambitious to meet/exceed performance goals, flexible/adaptable, high integrity, and collaborative

We are an Equal Opportunity Employer