The positions listed below are front line and management staff that deal directly with customers on a daily basis either in person, online or over the phone. They communicate customer needs and requests directly to the shop personnel as well as other departments in the dealership.  

18  Service with Tech 1

The role of an RV service manager involves overseeing the maintenance and repair operations of an RV service department. Here are some key responsibilities of an RV service manager:

Team Management: The service manager is responsible for leading and managing a team of technicians and service advisors. This includes hiring and training new staff, setting performance expectations, and providing guidance and support to ensure efficient and effective service operations.

Customer Service: The service manager plays a crucial role in ensuring customer satisfaction. They interact with customers, address their inquiries and concerns, and strive to provide excellent service experiences. This may involve managing customer appointments, providing cost estimates, and resolving any issues that arise during the service process.

Service Department Operations: The manager oversees the day-to-day operations of the RV service department. They coordinate service schedules, allocate resources, and ensure that repairs and maintenance tasks are completed in a timely manner. They may also be responsible for managing inventory, ordering parts and supplies, and maintaining equipment and tools.

Quality Control: The service manager is accountable for maintaining high-quality standards in service and repairs. They establish and enforce quality control processes to ensure that work is performed accurately, efficiently, and in compliance with industry standards. They may conduct inspections and quality checks to verify the quality of completed repairs and address any issues that arise.

Technical Support: In RV service departments, complex repairs and diagnostics are common. The service manager provides technical support to the service team, assisting with troubleshooting and problem-solving when needed. They may offer guidance on repair methods, recommend appropriate resources or training, and stay updated on the latest RV technologies and advancements.

Administrative Tasks: The manager handles various administrative duties, such as maintaining service records, preparing reports on department performance, and managing financial aspects such as billing, invoicing, and tracking expenses. They may also collaborate with other departments, such as sales and parts, to ensure smooth coordination of operations.

The role of an Assistant RV Service Manager is a critical position within an RV service department. This role supports the RV Service Manager in overseeing the day-to-day operations of the service department, ensuring that RV maintenance and repair services are efficiently and effectively delivered.

Here are the key responsibilities and tasks associated with the role of an Assistant RV Service Manager:

Team Supervision: Assist the RV Service Manager in supervising the service department team, including service technicians, service advisors, and administrative staff. This may involve helping with team scheduling, assigning tasks, and ensuring that workloads are manageable and evenly distributed.

Customer Interaction: Interact with customers to address inquiries, provide service estimates, and manage customer expectations. Assist in resolving customer concerns and ensuring high levels of customer satisfaction.

Service Scheduling: Assist in coordinating service appointments, ensuring that customer requests are scheduled appropriately, and that the service department operates efficiently. This includes managing work orders and ensuring that deadlines are met.

Quality Control: Help maintain high-quality service standards within the department. Conduct inspections, quality checks, and follow-ups on completed service tasks to ensure that work is performed accurately and up to industry standards. Address any issues or deficiencies as they arise.

Technical Support: Provide technical support to service technicians when they encounter complex or challenging repair issues. Assist in troubleshooting difficult problems, offer guidance on repair methods and procedures, and ensure that technicians have access to the necessary resources and tools.

Documentation and Records: Assist in maintaining accurate service records and documentation. This includes recording service history, tracking parts and materials used in repairs, and ensuring compliance with all relevant regulations and record-keeping requirements.

Parts and Inventory Management: Collaborate with the parts department to manage inventory levels, ensuring that necessary parts and supplies are readily available for repairs. Monitor and order parts as needed to avoid delays in service.

Safety and Compliance: Assist in maintaining a safe working environment within the service department. Ensure that technicians follow safety protocols, use personal protective equipment (PPE) when required, and adhere to safety standards for handling tools, equipment, and hazardous materials.

Training and Development: Assist in training and developing service department staff. Help organize training sessions, workshops, or on-the-job training to enhance the skills and knowledge of technicians.

Administrative Tasks: Support various administrative duties, such as preparing reports on department performance, managing budgets and expenses, and participating in strategic planning and decision-making processes.

Customer Communication: Maintain effective communication with customers regarding the status of their RV repairs, estimated completion times, and any additional work or costs that may arise during the service process.

Emergency Response: In cases of emergency or high-demand periods, assist in managing the service department’s response, ensuring that urgent repairs are addressed promptly and efficiently.

An RV service writer, also known as an RV service advisor or RV service coordinator, plays a crucial role in the service department of an RV dealership or repair facility. Their primary responsibility is to serve as a liaison between RV owners and the service technicians. Here are the key duties and responsibilities of an RV service writer:

Customer Interaction: Service writers are often the first point of contact for RV owners who need service or repairs. They greet customers, listen to their concerns, and gather detailed information about the issues they are experiencing with their RVs.

Service Recommendations: After obtaining information from the customer, service writers consult with RV technicians to assess the problem. They then provide customers with service recommendations, including a description of the required repairs, estimated costs, and an estimated completion time.

Appointment Scheduling: Service writers coordinate and schedule service appointments based on the availability of technicians and the urgency of the repairs. They work to ensure that customers’ needs are met promptly and efficiently.

Cost Estimates: Service writers provide customers with cost estimates for the proposed repairs or maintenance tasks. They explain the breakdown of costs, including labor, parts, and any additional charges.

Authorization: Once customers approve the recommended services and associated costs, service writers obtain the necessary authorization or signatures from the customers before work begins. This ensures transparency and customer consent.

Parts Ordering: Service writers coordinates with parts departments to obtain the necessary components and ensure parts availability for scheduled repairs.

Communication: Throughout the service process, service writers keep customers informed about the progress of their RV repairs. They provide updates on any unexpected findings or delays and communicate completion times.

Billing and Payment: Service writers finalize the billing process once the repairs are complete. They provide customers with a detailed invoice that includes all costs incurred during the service. They collect payments, process transactions, and ensure that customers are satisfied with the service provided.

Documentation: Accurate record-keeping is essential. Service writers maintain detailed service records, including customer information, service history, repair documentation, and warranty information.

An RV Warranty Administrator is responsible for managing and overseeing warranty claims and related processes within an RV dealership or service center. Their primary role is to ensure that warranty claims are processed accurately and efficiently, maximizing reimbursements from RV manufacturers or warranty providers.

Here are the key duties and responsibilities of an RV Warranty Administrator:

Warranty Claims Processing: The Warranty Administrator is responsible for submitting warranty claims to RV manufacturers or warranty providers on behalf of customers. This involves preparing and submitting detailed documentation, such as repair orders, invoices, and supporting documents, to demonstrate that the repairs are covered under warranty.

Claim Verification: Before submitting a warranty claim, the administrator verifies that the repairs or service work is indeed covered under the terms of the warranty. They ensure that all necessary documentation and information are accurate and complete.

Communication: The administrator acts as a liaison between the dealership or service center, RV technicians, and warranty providers. They may communicate with technicians to gather information about the repair work and provide guidance on documenting warranty claims correctly.

Tracking and Documentation: Detailed record-keeping is crucial. The Warranty Administrator maintains a comprehensive record of all warranty claims, including claim submission dates, approval statuses, claim numbers, and correspondence with warranty providers. This documentation is important for tracking the progress of claims and for audit purposes.

Follow-Up: Sometimes, warranty claims require additional information or documentation. The administrator follows up with warranty providers to provide any requested information promptly. They also track the status of pending claims and ensure timely resolution.

Reimbursement: Once warranty claims are approved, the administrator ensures that reimbursements are received from the manufacturers or warranty providers. They may coordinate with the finance department to ensure that funds are properly processed.

Warranty Parts Management: In some cases, warranty claims involve the replacement of parts. The Warranty Administrator may be responsible for managing warranty parts inventory, including ordering, receiving, and returning warranty parts.

Warranty Policy Compliance: They stay updated on the warranty policies and guidelines of RV manufacturers and warranty providers. This includes understanding warranty terms and conditions, coverage limitations, and reimbursement procedures.

Customer Communication: The administrator may communicate with customers regarding warranty claim status, approval, or any issues that may arise during the warranty process. Clear and timely communication with customers helps manage expectations and build trust.

Training and Education: Staying informed about RV models and their associated warranties is essential. The administrator may provide training to dealership or service center staff on warranty-related processes and policies to ensure compliance.

Customer Satisfaction: Ensuring that warranty claims are processed efficiently and that customers receive the benefits of their warranties contributes to overall customer satisfaction. The Warranty Administrator plays a role in enhancing the customer experience.

An RV Parts Manager is responsible for overseeing the parts department within an RV dealership or service center. Their primary role is to ensure efficient inventory management, timely procurement of parts, and effective customer service in relation to RV parts and accessories.

Here are some of the key responsibilities of an RV Parts Manager:

Inventory Management: The RV Parts Manager is responsible for maintaining an accurate inventory of RV parts and accessories. They monitor stock levels, track sales trends, and analyze data to determine which parts need to be stocked and in what quantities. They ensure that the inventory is properly organized and maintained, minimizing stockouts and excess inventory.

Procurement: The manager is responsible for sourcing and procuring RV parts from various suppliers, distributors and manufacturers. They establish relationships with vendors, negotiate pricing and terms, and select reliable suppliers to ensure timely and cost-effective procurement. They stay updated on industry trends and new product releases to offer a comprehensive range of parts to customers.

Parts Sales and Customer Service: The Parts Manager provides assistance and guidance to customers who are seeking specific RV parts or accessories. They respond to inquiries, provide recommendations, and assist customers in finding the correct parts for their needs. They may also handle parts sales, process orders, and ensure accurate billing and documentation.

Pricing and Profitability: The manager collaborates with dealership management to establish pricing strategies for RV parts. They analyze market trends, competitor pricing, and cost factors to determine optimal pricing levels. They also monitor profit margins and implement strategies to maximize profitability while remaining competitive in the market.

Staff Training and Development: The Parts Manager is responsible for training and developing the parts department staff. They ensure that employees have a strong knowledge of RV parts, including their functions, compatibility, and installation procedures. They may organize training sessions, provide resources, and offer ongoing support to enhance staff expertise and customer service skills.

Parts Warranty and Returns: The manager handles warranty claims and returns related to RV parts. They coordinate with suppliers and manufacturers to process warranty claims and ensure timely resolution for customers. They manage the return process, inspect returned parts, and implement appropriate procedures for processing refunds or exchanges.

Parts Catalog and Documentation: The manager maintains an up-to-date and accurate parts catalog, either in physical or digital format. They ensure that the catalog is easily accessible to staff and customers, providing detailed information about RV parts, including part numbers, descriptions, pricing, and compatibility details. They may also create and update documentation related to parts ordering, inventory management, and sales processes.

Relationship Management: The Parts Manager builds and maintains relationships with RV parts suppliers, manufacturers, and vendors. They stay informed about industry trends, attend trade shows or conferences, and explore opportunities for partnerships or special arrangements that benefit the dealership and customers.

Financial Management: The manager collaborates with dealership management to establish and manage the parts department budget. They monitor expenses, analyze financial reports, and make informed decisions to optimize profitability and control costs within the department.

An RV Parts Specialist is a professional who works in the parts department of an RV dealership, service center, or parts supplier. Their primary role is to assist customers, including RV owners, technicians, and service advisors, in finding and procuring the right RV parts and accessories for their specific needs.

Here are the key duties and responsibilities of an RV Parts Specialist:

Customer Assistance: The RV Parts Specialist interacts with customers in person, over the phone, or through electronic communication. They listen to customers’ needs, questions, and requirements regarding RV parts and accessories.

Product Knowledge: They possess in-depth knowledge of RV parts and accessories. This includes understanding the compatibility, specifications, and functions of various parts, such as plumbing, electrical, HVAC, appliances, towing equipment, and more. They also stay updated on new products and industry trends.

Parts Identification: The specialist helps customers identify the correct parts they need for repairs, maintenance, or upgrades. This may involve looking up parts in catalogs or computerized databases, as well as using technical manuals and schematics.

Parts Recommendations: Based on customer needs and preferences, the specialist recommends suitable parts, components, or accessories. They may provide guidance on different brands, quality levels, and pricing options.

Order Processing: They assist customers in placing orders for RV parts and accessories. This includes entering the correct part numbers, quantities, and other relevant details into the system. They may also coordinate with the parts department to ensure timely order fulfillment.

Inventory Management: RV Parts Specialists help manage the parts inventory. This involves restocking shelves, organizing parts, conducting regular stock checks, and ensuring that parts are properly labeled and stored.

Special Orders: Some RV parts may not be readily available in stock. In such cases, the specialist can place special orders with suppliers or manufacturers to fulfill customer requests.

Pricing and Quotations: They provide customers with pricing information for parts and accessories. They may also prepare quotations for customers based on their requirements.

Technical Assistance: In some cases, customers may have technical questions or require guidance on the installation or use of specific RV parts. The specialist can offer technical advice and instructions to help customers.

Warranty Information: RV Parts Specialists inform customers about warranties associated with the parts they purchase. They explain warranty terms and procedures for filing warranty claims.

Customer Follow-Up: After parts have been delivered or picked up, the specialist may follow up with customers to ensure satisfaction and address any issues or concerns.

Sales Support: They may work closely with RV sales personnel to support the sales process. This includes recommending accessories or upgrades to customers purchasing new RVs.

Administrative Tasks: RV Parts Specialists may be responsible for administrative duties, such as maintaining records of parts sales, processing payments, and generating reports.

Safety: They ensure that safety standards are followed when handling and storing parts and that hazardous materials are properly labeled and stored according to regulations.

  • Order and maintain inventory for parts, accessories and shop supplies exclusively for the service department
  • Perform administrative duties such as internal billing, return of parts and accessories, filing and following up on warranty claims
  • Assist in shipping and receiving of all parts and accessories
  • Work closely with distributors, dealers, and service centers by staying current on (new) product information, parts availability, and pricing.
  • Review all work orders and verify parts are available and correctly assigned
  • Maintain storage areas by ensuring parts and accessories are clearly labelled, stocked and matches online inventory system
  • Maintain and stock mobile service trucks and assist with scheduling of service vehicles

An RV Rental Manager is responsible for overseeing the operations of an RV rental business. Their primary role is to ensure the efficient and profitable renting of recreational vehicles to customers.

Here are the key duties and responsibilities of an RV Rental Manager:

Fleet Management: The manager is responsible for maintaining and managing the rental fleet of RVs. This includes overseeing the acquisition of new RVs, ensuring that existing vehicles are well-maintained, and managing vehicle retirements or sales.

Pricing and Rental Rates: They determine rental rates for different RV models and rental periods. This involves conducting market research, analyzing competitor pricing, and setting rates that are competitive yet profitable.

Marketing and Promotion: RV Rental Managers develop and implement marketing strategies to attract customers. This may include advertising campaigns, online listings, partnerships with travel agencies, and participation in RV shows or events.

Reservations and Booking: They oversee the reservation process, which involves managing bookings, scheduling pick-up and drop-off times, and ensuring that the RVs are available when reserved.

Customer Service: The manager ensures that customers receive excellent service throughout their rental experience. They may assist with customer inquiries, provide information about RVs and rental terms, and address any issues or concerns.

Vehicle Inspection: RVs must be thoroughly inspected before and after each rental. The manager ensures that vehicles are clean, fully operational, and equipped with necessary supplies (e.g., kitchenware, bedding) before being rented out.

Contract Management: They are responsible for creating and managing rental agreements and contracts. This includes explaining terms and conditions to customers, obtaining required signatures, and ensuring compliance with legal and insurance requirements.

Insurance Coverage: RV Rental Managers ensure that the rental business has appropriate insurance coverage to protect against accidents, damage, or theft of rental vehicles. They may also offer customers insurance options during the rental process.

Staff Management: The manager oversees the rental team, including rental agents, maintenance staff, and administrative personnel. They are responsible for hiring, training, scheduling, and evaluating staff members.

Inventory Control: They track the availability of RVs in the rental fleet, ensuring that the inventory matches customer demand. This involves coordinating vehicle maintenance, repairs, and cleaning between rentals.

Financial Management: The manager is responsible for the financial aspects of the rental business. This includes budgeting, expense management, revenue tracking, and profitability analysis.

Customer Education: RV Rental Managers often provide orientation and educational information to renters. This may include explaining how to operate RV systems, perform safety checks, and handle common issues during the rental period.

Emergency Response: In the event of accidents, breakdowns, or other emergencies involving rental vehicles, the manager coordinates the response and ensures that customers receive appropriate assistance.

Legal Compliance: They ensure that the RV rental business complies with all relevant laws and regulations, including vehicle registration, safety standards, and rental industry requirements.

Feedback and Improvement: Gathering customer feedback and reviews is important. The manager uses this feedback to identify areas for improvement and enhance the overall rental experience.

  • Welcomes guests and completes check-in procedures and unit pickup
  • unit departure and drop-off inspections
  • Provides guest services including arranging shuttles, providing travel advice, and answering guest questions
  • Notifies the RV Technician or the PDI Technician if damage has occurred and repair or maintenance is required
  • Orders office supplies, replenishes brochures, general office tasks
  • Handle incoming phone and online inquiries about RV rentals
  • Coordinates booking and billing of new and existing rental contracts
  • Other administrative functions as required