Dealer Support Supervior en Thor Motor Coach

Thor Motor Coach is hiring a Dealer Support Supervisor to join our Customer Service team in Wakarusa. The Dealer Support Supervisor position is responsible for leading the dealer support team to ensure timely, effective, and professional resolution of dealer inquiries and escalations. This role strengthens dealer relationships by overseeing support operations, providing technical training both internally and externally, and ensuring consistent service standards. Overall, the position is meant to enhance dealer satisfaction, improve team performance, and support Thor Motor Coach’s commitment to product knowledge and service excellence.

Responsibilities:

Team Leadership & Supervision – 35%

• Lead and mentor the Dealer Support team to ensure efficient handling of dealer inquiries.
• Provide coaching, performance feedback, and professional development opportunities.
• Monitor workload distribution, call volumes, and case resolution to maintain service standards.
• Conduct regular team meetings to communicate updates and reinforce policies.

. Dealer Support & Escalation Management – 25%

• Serve as the primary contact for escalated dealer concerns, complaints, or complex issues.
• Ensure prompt and effective resolution of dealer requests, coordinating with service, warranty, and parts departments.
• Build strong dealer relationships to support satisfaction, loyalty, and long-term business success.

3. Technical Training & Education – 25%

• Develop and deliver technical training programs for internal customer service representatives to strengthen product knowledge and troubleshooting skills.
• Coordinate and lead external dealer training sessions, both onsite at Thor Motor Coach and at dealer locations.
• Travel to dealerships as needed to conduct in-person training and provide hands-on support.
• Evaluate training effectiveness and adjust materials and methods to meet evolving needs.

4. Process Oversight & Reporting – 15%

• Monitor department KPIs (response time, case resolution rates, dealer satisfaction) and adjust workflows for continuous improvement.
• Prepare performance reports and identify trends or recurring issues for management review.
• Maintain accurate records of dealer communications, training activities, and support interactions.
• Assist with scheduling, staffing, and special projects as assigned by leadership.

Requirements:

• Valid Driver's License
• RVTI and other technical certifications preferred
• Passport recommended
• Knowledge of warranty and repair policies, procedures, and industry standards
• General understanding of state warranty regulations, including lemon laws
• Strong leadership and supervisory skills with the ability to coach, train, and motivate a team
• Excellent communication and relationship-building skills for dealer and internal interactions
• Proficiency with basic computer applications (Microsoft Office, CRM, and reporting tools)
• Ability to develop and deliver technical training to both internal staff and external dealers
• Strong problem-solving and decision-making abilities, especially with escalated issues
• Organizational and time-management skills to balance multiple priorities.
• Willingness to travel as required for dealer support and training.
• Minimum of 3–5 years of experience in customer service, dealer support, or a related field.

• At least 2 years of supervisory or team leadership experience, preferably in a call center, technical support, or dealer services environment.

Pre-employment drug screen required.

EOE