Fleet Service Operations Specialist

ABOUT US

Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. 

With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale.

Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.

THE ROLE

This role leads global workshop operations by designing standards, layouts, and repair workflows while ensuring efficiency, quality, and cost control. It drives performance through KPI management, continuous improvement, and close collaboration with local teams and cross-functional stakeholders.

WHAT WILL YOU WORK ON?

• Own and monitor global workshop KPIs, collaborating with local field teams to ensure performance aligns with company goals.
  
• Design and implement workshop layouts, standards, and functional requirements that support the business’s long-term growth and operational needs.
• Translate operational needs into clear technical designs and processes that ensure efficiency, prioritize repairs, and streamline workflows.
• Build and standardize repair workflows covering the entire repair cycle
• Drive continuous improvement to meet and exceed targets for repair efficiency and quality.
• Collaborate with the stock team to ensure the right materials and components are always available at workshops, ensuring timely repairs.

KPIs

• Customer Satisfaction- CSAT Score: Measures customer feedback on the quality of repairs and service
• Profitability/Cost- Interventions within Budget
• Operational Efficiency
  - Actual Inhouse Interventions (vs. maximum possible)
  - Interventions Done on Time (IOT)
  - Repair Turnaround Time (TAT): Time taken to complete a repair job
  - Workshop Efficiency: The ratio of billable hours to non-billable hours

WHO ARE WE LOOKING FOR?

• Proven experience in managing workshop operations, with a strong track record of optimizing performance and ensuring operational efficiency.
• Expert in managing KPIs and performance metrics, with a demonstrated ability to drive continuous improvement through data-driven insights.
• Proficient in process mapping and workflow optimization, with a strong affinity for leveraging digital tools and systems to streamline operations.
• Excellent project management skills, with the ability to handle multiple projects simultaneously while ensuring timely delivery and alignment with business goals.
• Strong communication and collaboration skills, capable of working effectively with cross-functional teams and external stakeholders to achieve shared objectives.
• Passion for creating efficient, safe, and innovative workshop environments
• Proficiency in English, with the ability to communicate clearly and effectively in a global, multi-lingual environment.