Factory Service Operations Team Lead

Winnebago Industries Inc • Nappanee, IN

3d • Onsite

About The Position

Newmar Corporation, operating since 1968, is a renowned RV industry leader known for luxury, quality, and innovative motor coaches. As part of Winnebago Industries, Inc., Newmar is committed to continuous improvement and enhanced productivity. This role is 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. The objective is to support revenue growth, improve customer ease, strengthen shop and parts communication, and ensure Newmar owners receive a consistent, professional, and seamless service experience from estimate through final checkout.

Requirements

• High school diploma or equivalent required.
• Five or more years of experience in service operations, customer service, parts operations, dealership operations, RV, automotive, or a similar service environment.
• Previous leadership, team lead, supervisory, or coaching experience.
• Experience working with estimates, service invoicing, parts sales, customer checkout, or service administration.
• 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.
• 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.

Nice To Haves

• College degree or equivalent leadership experience preferred.
• Experience with Salesforce, service management systems, ERP systems, Microsoft Office, and reporting tools preferred.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED