Customer Experience Technician

Role Overview

The Customer Experience Technician (CXT) is a hands-on expert who keeps every DM Vans owner rolling with confidence and pride. You perform diagnostics, repairs, warranty work, and aftermarket installs, while also preparing brand-new Lifestyle Vehicles® for delivery through meticulous cleaning, detailing, and quality-control (QC) inspections.

You’re on the front lines of the ownership experience—supporting customers before, during, and after service visits, capturing real-world insights that inform R&D and future vehicle improvements.

This role reports to the Customer Experience Manager and works closely with the CX, Operations, Sales, and Product Development teams at DM Vans HQ in Rifle, CO.

Core Values

At DM Vans, our values shape our work and our relationships with our team and customers:

• Assertive and Open-Minded at the Same Time: Speak up, decide confidently, listen actively, and adapt.
  
  
• Self-Aware: Know your strengths, own your gaps, grow every day.
  
  
• Ambitious: Push for excellence in craftsmanship, speed, and learning.
  
  
• Authentic: Show genuine care for teammates and customers.
  
  
• Not Assholes: Foster a respectful, inclusive, “we-before-me” culture.
  
  

The Customer Experience Technician embodies these values in every interaction on the shop floor and with customers.

Key Responsibilities

Service & Technical Execution

• Diagnostics & Repair:
  
  
• • Troubleshoot and repair mechanical, electrical, plumbing, HVAC, and interior systems on DM Vans’ Lifestyle Vehicles®.
    
    
  • Use multimeters, diagnostic tools, and software to identify and resolve issues efficiently and safely.
    
    
• Aftermarket Installs:
  
  
• • Install accessories, upgrades, and custom packages to factory standards, following documented procedures and best practices.
    
    
  • Work from work orders, diagrams, and spec sheets to ensure clean, professional installations.
    
    
• Warranty Work:
  
  
• • Execute approved warranty repairs accurately and completely.
    
    
  • Document all work, parts used, and findings in Odoo (or other service platforms) for full traceability.
    
    
• New-Van Prep:
  
  
• • Clean and detail new vehicles to showroom-ready standards (interior and exterior).
    
    
  • Conduct final QC inspections before delivery, verifying systems operation, finish quality, and completeness.
    
    

Customer Interaction

• Transparent Communication:
  
  
• • When interacting with customers, explain findings, timelines, and costs in plain, approachable language.
    
    
  • Provide clear status updates to the CX team so customers always know what’s happening with their van.
    
    
• Quality Hand-Offs:
  
  
• • Assist in New Van Day customer handoffs as needed by CX department by walking through completed work, demonstrating new features or installs, and answering usage questions.
  • Follow-up New Van Walkthroughs with messages to address questions, requests, and extra information noted by the customer during NVD.
  • Assist with remote NVW calls as needed by CX Department.
• Community Engagement:
  
  
• • Help manage front desk and lobby flow as needed, greeting guests and ensuring any walk-in customers are taken care of promptly and professionally.
    
    

Continuous Improvement & R&D Support

• Process Feedback:
  
  
• • Flag recurring issues, parts failures, or installation challenges to the CX Manager – Product Specialist.
    
    
  • Log detailed notes, photos, and recommendations into the knowledge base to support long-term solutions.
    
    
• Prototype Testing:
  
  
• • Assist with installs, testing, and data collection for beta components, new layouts, or workflow experiments tied to R&D.
    
    
• 5S & Safety:
  
  
• • Maintain an organized, clean, and hazard-free workspace.
    
    
  • Follow all company safety standards, PPE requirements, and shop protocols.
    
    

Reporting & Performance Metrics

You’ll contribute to and be evaluated against:

• Service Quality: Low return/rework rates on your repairs and installations.
  
  
• Timeliness: On-time completion of assigned work orders and new-van prep.
  
  
• Documentation: Accurate, complete work order and warranty documentation in Odoo.
  
  
• Customer Experience: Positive feedback on service visits and vehicle deliveries.
  
  
• Shop Standards: Adherence to 5S, safety protocols, and cleanliness expectations.
  
  

Key Skills & Qualifications

• 2+ years as an RV, automotive, marine, or van-conversion technician, or equivalent advanced trade school experience.
  
  
• Proficiency with multimeters, diagnostic software, and hand/power tools.
  
  
• Working knowledge of 12 V DC, 120 V AC, plumbing, HVAC, and carpentry systems common to camper vans or RVs.
  
  
• Detail-oriented mindset for showroom-quality cleaning, finish work, and QC.
  
  
• Strong written and verbal communication for work orders, internal notes, and customer explanations.
  
  
• Comfort using cloud-based service software (e.g., Odoo or similar systems).
  
  

Bonus

• ASE, RVIA/RVDA, or ABYC certifications.
  
  
• Familiarity with Lean/Kaizen, EOS/Traction, or other continuous improvement frameworks.
  
  

Who You Are

• You take pride in craftsmanship and love seeing a job done right—inside, outside, and under the surface.
  
  
• You enjoy diagnosing problems, not just swapping parts, and you’re curious about how systems work together in a van.
  
  
• You’re comfortable with both tools and people—able to speak confidently with customers and work closely with teammates.
  
  
• You’re organized, thorough, and understand that good documentation and communication matter as much as good wrench work.
  
  
• You embody DM Vans’ Core Values—assertive and open-minded, self-aware, ambitious, authentic, and never an asshole.
  
  

Compensation & Growth

• Job Type: Full-time, hourly.
  
  
• Schedule: Typically ~40 hours/week (some flexibility based on customer and shop needs).
  
  
• Base Pay: $25/hour.
  
  
• Benefits: Health, dental, vision, and 401(k), plus Paid Time Off (PTO).
  
  
• Location: Rifle, CO (6 Powerline Rd.).
  
  
• Career Path: Opportunities to grow into Customer Experience & Product Specialist, Lead Technician, or future management roles within the Customer Experience & Product team as the department and company grow.
  
  

Physical Requirements

• Ability to lift and move up to ~60 lbs safely.
  
  
• Comfortable standing, bending, kneeling, and working in and around vans for extended periods.
  
  
• Comfortable working around power tools, vehicles, and equipment in an active shop/production environment with occasional noise.
  
  
• Ability to safely operate shop equipment, follow safety procedures, and use required PPE.
  
  

Reports To

Customer Experience Manager

Joining DM Vans as a Customer Experience Technician means combining craftsmanship with community—delivering reliable, high-touch service today, presenting immaculate new vehicles tomorrow, and helping shape the vans of the future through the work you do every day.