Truma Renews Commitment to Customer Satisfaction by Appointing Head of Service

Truma Banner with Kyle Hastings Head of Service

November 15, 2021

Truma North America has named Kyle Hastings to Head of Service. In his role, Hastings will lead the Customer Care, Mobile Service, Training and Dealer Service support from our North American 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.

“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,” said Gerhard Hundsberger, President and CEO of Truma North America.

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.

“I came to Truma after the team had expressed 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, who holds an MBA from Columbia Southern University. “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 deep 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.

Category