A recently opened state-of-the-art facility accommodates Newmar owners in a pleasant, comfortable environment.
By Mark Quasius, F333630
May 2019
To most RV owners, service is a major concern. As RVs continue to be sold at a brisk pace, customers sometimes find it difficult to locate dealers and service centers capable of handling repairs to their vehicles. RV usage tends to run in cycles, and service centers often are booked to capacity, with huge backlogs, just when customers need them the most.
A number of RV manufacturers maintain factory service centers that provide an additional resource, especially for more technical or major repairs. Many have expanded their service offerings to keep up with customer demand.
One example is Newmar Corporation. Its recently completed state-of-the-art service center in Nappanee, Indiana, raises the bar and, it can be said, establishes a new standard in customer service. This center was introduced to the public in September 2018, complete with a ribbon-cutting ceremony and a red-carpet tour.
A view of the Newmar service center customer lobby from the mezzanine. Kitchen and laundry facilities, a pet lounge, Wi-Fi access, and more make customers comfortable.
Newmar’s new service center at 1301 Stahley Drive in Nappanee covers more than 160,000 square feet. The facility houses 52 service bays, as well as parts distribution, warranty processing, and customer service, all under one roof. This modern facility is located across the street from Newmar’s customer campground, where 62 full-hookup sites are automatically reserved for customers who have service appointments.
An associate welcomes RVers as they enter the service facility’s main lobby and stands ready to make any arrangements needed for their visit. The roomy lounge area is filled with comfortable furniture and stylish decor. At one end of the room, a row of 10 computer workstations enable customers to use their laptops or tablets to access the internet or check their email via Newmar’s complimentary Wi-Fi service.
A hallway off the lobby is lined with adjoining rooms; these include a snack bar with kitchen facilities, tables, and chairs. A laundry center is available for guests’ use while their coach is being serviced. A designated pet lounge provides comfortable accommodations for furry friends and their owners, and is tastefully decorated with pet-related décor. A number of offices are available for private consultations, and a conference center is used to host large training sessions for dealer service techs. The end of the hall leads to a parts store where common service items and accessories are displayed and available for customer purchase.
The service area itself is bright, spacious, and clean. Four of the 52 bays include power scaffolding to afford safe and efficient access to a vehicle’s roof area; to make awning repairs; or to perform any other upper sidewall work. The service bays are flanked by a control center, which is staffed with service writers, parts associates, and service and warranty management personnel. One side of the control center faces the service center for access by the service techs; the other side faces the customer parts area. A separate room is dedicated for washing coaches.
Newmar’s commitment to customer service is evident in this new facility, which will be a welcome setting for any Newmar owners who desire motorhome service. Matt Utley, Newmar’s vice president of service operations and facilities development, said: “This is perhaps the largest OEM-owned and -operated service and parts facility in North America, and will allow Newmar’s parts and service team to take care of our customers more efficiently, and in a great setting.”
Newmar Corporation: (800) 731-8300; www.newmarcorp.com.