What are the responsibilities and job description for the Customer Service position at Thor Motor Coach, Inc.?
Thor Motor Coach, the leading motorhome manufacturer in North America, is seeking a Retail Technical Support Representative for our Customer Service Department at our Wakarusa location. This position is ideal for someone with hands-on RV repair and diagnostics experience who is ready to transition into a customer-centric technical support role. You’ll be the first point of contact in our call center for retail owners seeking expert assistance with service or technical issues, especially in elevated and complex cases.
Key Responsibilities:
- Serve as the primary technical support contact for retail customers experiencing service issues with their motorhomes
- Provide in-depth troubleshooting over the phone, by email, or through written correspondence, leveraging your knowledge of RV systems including electrical, plumbing, HVAC, and chassis components
- Accurately document all interactions and diagnoses in internal systems to ensure consistent service records
- Offer technical advice, suggest repair procedures, and when appropriate, escalate concerns to dealerships or internal teams
- Assist in coordinating repairs and communicating repair status updates for high-priority “Early Alert” customer cases
- Collaborate with the Dealer Group and internal tech teams to share trends, escalate systemic issues, and improve repair protocols
- Interpret warranty coverage and assist in ensuring dealer repair procedures align with company guidelines
Requirements:
- 2 years of RV repair, diagnostics, or technical support experience (preferred in an OEM or dealership setting)
- Familiarity with major RV systems and the ability to walk customers through step-by-step troubleshooting remotely
- Excellent communication skills with a strong technical vocabulary
- Proficient in basic computer applications and able to navigate customer service systems and technical documentation
- Strong problem-solving skills and the ability to stay calm under pressure
- Prior customer service experience is a plus, especially in technical support or service advising roles
Pre-employment drug screen required.
Thor Motor Coach is an Equal Opportunity Employer (EOE).
Job Type: Full-time
