15 November 2021
15 November 2021, Comments Comments Off on Truma North America appoints Kyle Hastings as Head of Service
Truma North America appoints Kyle Hastings as Head of Service

To underline its commitment to customer satisfaction, Truma North America has named Kyle Hastings as its new Head of Service to lead the Customer Care, Mobile Service, Training and Dealer Service support from its Head Quarters in Elkhart. Hastings will report to Mark Howlett, COO of Truma North America.

Hastings comes to Truma with more than 10 years’ experience building a service team in heating and cooling for critical medical imaging equipment and hospital infrastructure installation and maintenance. 

Commenting on the appointment of Kyle Hastings, Gerhard Hundsberger, President and CEO of Truma North America said: “The RV industry is facing unprecedented times and with more and more families looking to explore the outdoors, we at Truma want to ensure they focus on an experience in Comfort. We are committed to providing customers a seamless experience across the sales and service of our products, wherever they may be traveling.”

“The current, unprecedented times have led to unprecedented growth for Truma North America – not just in staff size, but in the processes we use on a daily basis. Hastings will play an integral role in driving growth within the service team across training, customer care, and field service to make the Truma team simply better.”

Kyle Hastings, who holds an MBA from Columbia Southern University, commented: “I came to Truma after the team had expressed its desire to improve upon their already-top-tier service. They 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,” said Hastings. 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.”

Truma established its focus on service in 1971, when the founder, Philip Kreis established German mobile service technicians who would support caravanners during their vacation times to repair and service Truma product at the campsites. To this day, Truma deploys mobile service technicians across Germany, the UK, and has established a similar model in North America, with Mobile Service Technicians in Florida, Arizona, Texas and a brick-and-mortar location in Elkhart.

“Service remains a foundational pillar of excellence within the Truma strategy. While we have very robust engineering and manufacturing processes and controls, issues can arise in the field. How we react and support our customers is just as critical as the innovation and design,” said Howlett on Truma’s Service Strategy. “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. I am eager to have Kyle on board and driving that aspect of the organization and building the team which will support our customers for years to come.”

In addition to growing their roster of in-house service technicians, Truma North America also offers dealers the opportunity to receive world class training on their entire product line. Dealerships must be Truma certified in order to install or service any Truma product. This ensures RVers buying our products from dealers will always receive the quality of service they would expect from our in-house technicians.