Truma North America named Kyle Hastings as the company’s head of service.
In his role, Hastings will lead the customer care, mobile service, training and dealer service support from the North American headquarters in Elkhart, Indiana.
Hastings has more than 10 years’ experience with service teams in heating and cooling for critical medical imaging equipment and hospital infrastructure installation and maintenance.
Gerhard Hundsberger, Truma North America president and CEO, said the company is focusing on a comfortable experience for new RVers.
“We are committed to providing customers a seamless experience across the sales and service of our products, wherever they may be traveling,” Hundsberger said.
Hundsberger said the current RV industry climate is “unprecedented” and led to similarly unprecedented company growth. Daily service processes and staff increased in the past year, according to a company release. To accommodate the growth, Hastings will work with the service teams across training, customer care and field service.
Hastings said he was drawn to Truma to improve service measures there, utilizing his Master of Business Administration from Columbia Southern University.
“Truma saw a need to develop a sustainable system built around KPIs and Metrics, and I am excited by the chance to get in and help,” Hastings said. “Applying my experiences from healthcare, laboratory and IT field services, where down time is critical, will all aid in the further growth of Truma in the North American market.”
Hastings will report to Mark Howlett, Truma North America chief operating officer. Howlett called service a company “foundational pillar.”
“While we have very robust engineering and manufacturing processes and controls, issues can arise in the field,” Howlett said. “How we react and support our customers is just as critical as the innovation and design. The demands of users are evolving, technology is changing, the world is more digital and online – our ability to pivot and change and remain ahead of the service curve is critical.”
Truma deploys mobile service technicians across Germany, the UK, and established a similar North American model. Mobile service technicians are in Florida, Arizona, Texas and work from a brick-and-mortar location in Elkhart.
