April Klein, vice president of Customer Support Services for Monaco Coach Corp., has been appointed as co-chair of the Committee on Excellence (COE), replacing Jim Sheldon.
Klein will team with Marty Shea, owner of Madison RV, Huntsville, Ala., and former chairman of the Recreation Vehicle Dealers Association (RVDA), in leading the industry group while ensuring that dealer and manufacturer views are equally represented. Shea has served as co-chair with Sheldon since 2005.
Sheldon, special assistant to the chairman for Monaco, stepped down from his position as co-chair upon being elected RVIA chairman in September.
Klein has been with Monaco Corp. for 20-plus years, holding various supervisory and management positions. In her current role, Klein is responsible for Monaco’s customer service, warranty, parts, technical publications and dealer training program for technicians as well as Monaco’s online parts and warranty system.
The Committee on Excellence was formed in 1996 as an all-industry effort to improve levels of customer satisfaction among RV owners. The committee released final reports of its five task forces earlier this year, outlining how best to improve customer satisfaction in the areas of Customer Warranty, Industry Communications and Support, Industry-Wide Training, Product Quality and Replacement Parts Availability.