Manager, Factory Service Operations

Winnebago Industries Inc•Forest City, IA

10h•Onsite

About The Position

Winnebago Motorhome is seeking a Manager of Factory Service Operations to join our growing team based in Forest City, IA. The Manager, Factory Service Operations leads the end‑to-end operations of Winnebago’s Factory Service Center, ensuring seamless coordination across all customer-facing and technical repair functions. This role directly manages the Service Advisors, Chassis Warranty team, and Technicians, unifying these groups into a cohesive service delivery operation that provides an exceptional experience for Winnebago owners. The Manager is responsible for the daily execution of service intake, repair planning, technical diagnostics and repair, communication, scheduling, quality assurance, safety, and workflow throughput. The role ensures accurate, timely, first‑time‑quality service while driving operational efficiency and a customer-centric culture.

Requirements

5+ years’ experience in vehicle service operations, manufacturing service, automotive/RV/marine repair, or similar environment
2+ years leadership experience with frontline and/or skilled trade teams
Strong working knowledge of service scheduling, repair workflow, and technical documentation
Experience improving operational metrics and customer satisfaction
Proficiency with service systems, repair order management, and MS Office

Nice To Haves

Knowledge of RV systems (electrical, plumbing, chassis, HVAC, slide mechanisms, body/paint)
Experience with warranty processes and documentation
Lean/continuous improvement training
Ability to read technical diagrams and service manuals
Customer‑facing service escalation experience

Responsibilities

Oversee all customer-facing activities from initial contact through coach delivery.
Ensure Service Advisors and Chassis Warranty staff deliver consistent, professional communication, including proactive updates and expectation management.
Implement service communication standards, quality, repair explanation, estimate processes, approvals, and follow-up.
Lead service recovery and escalation handling, ensuring quick resolution and a positive customer outcome.
Maintain a welcoming, efficient front reception environment aligned with Winnebago brand standards.
Provide leadership and operational oversight to the Chassis Warranty team.
Ensure proper diagnosis and repair on OEM chassis.
Partner with OEMs for claim documentation and technical alignment.
Standardize processes and procedures.
Ensure accurate capture of documentation facilitating clean handoff to Technicians.
Monitor workload, staffing coverage, and workflow to prevent bottlenecks.
Lead Service Advisors to create accurate repair orders, document customer concerns clearly, build repair plans, and communicate estimates.
Ensure Advisors coordinate effectively with Technicians for diagnostics, parts needs, and work sequencing.
Establish daily communication rhythms and maintain timely customer updates on multi-day jobs.
Improve throughput by optimizing scheduling, triage, and job assignment processes.
Manage daily shop operations to achieve targets for throughput, utilization, cycle time, and on-time delivery.
Direct technician dispatch and job sequencing based on skills, availability, and priorities.
Monitor WIP and ensure all vehicles progress efficiently through diagnostics, repair, verification, and quality checks.
Resolve operational constraints (parts delays, documentation issues, approvals, tooling needs, bay availability).
Maintain shop discipline through bay organization, work standards, and consistent operating routines.
Drive first-time quality by establishing clear workmanship standards and technical documentation requirements.
Reduce comebacks and repeat issues using root-cause analysis and corrective actions.
Ensure team compliance with safety standards, PPE usage, environmental regulations, and proper handling of tools and materials.
Partner with EHS to maintain a safe work environment and lead incident follow-up and preventive actions.
Manage labor utilization, efficiency, rework, overtime, and operational costs.
Ensure accurate time entry, repair order coding, warranty documentation, and estimate accuracy.
Participate in budget planning for tools, equipment, training, and facility improvements.
Maintain inventory discipline by partnering closely with the Parts Department.
Recruit, train, develop, and retain Advisors, Technicians, and Chassis Warranty employees.
Conduct performance reviews, coaching sessions, and corrective actions when necessary.
Build a positive, collaborative culture between customer-facing and technical teams.
Ensure team members receive ongoing training in technical skills, systems, and customer experience practices.
Foster a values-driven environment reflecting Winnebago standards of quality, craftsmanship, and care.
Lead improvement initiatives using Lean/Kaizen principles, improving scheduling accuracy, parts readiness, triage efficiency, and workflow pacing.
Monitor KPIs and use data to drive decisions and improve service delivery performance.
Ensure effective utilization of service management systems, DMS/ERP tools, and reporting dashboards.