40 Under 40: Heather Ing
Customer Service Manager, Thetford LLC; With company: 11 years | Industry experience: 11 years
As customer service manager at Thetford LLC, Heather Ing’s role requires her to be a proactive problem solver and to collaborate with departments across the company to ensure operational excellence. In her time with the company, she’s done exactly that.
“She consistently drives initiatives that improve accountability and transparency across departments,” says Alissa Reyes, senior vice president of administration and services at Thetford. “In cross-functional forums, Heather demonstrates a keen understanding of operational data and advocates for visibility in reporting systems, ensuring metrics are accurately captured and leveraged for decision-making.”
Heather, 35, developed a new return material authorization (RMA) documentation process to better track overages and shortages. This initiative not only streamlined internal workflows but also strengthened customer-facing operations by ensuring claims were handled with clarity and fairness. Additionally, she’s also implemented improvements to the warranty program — including ensuring better management of claims processes, service part availability, and timeliness of responses, as well as proactively examining quality and root causes of claims. This has saved the company over $1 million in warranty costs without sacrificing customer satisfaction.
Heather started her career with Thetford 12 years ago as a call center representative and has since moved up several times to roles of warranty administrator, customer service rep, customer service supervisor, claims and compliance specialist, and now customer service manager. She’s received company recognition for upholding Thetford’s “Simple & Direct” value and was honored at the company’s annual Values Awards ceremony.
After taking the leadership role of the Customer Service department at Thetford, Heather’s team saw improved engagement scores from the company’s Employee Voice Survey, zero regrettable attrition and internal interest and movement to her team. She’s implemented regular development staff meetings, including a book club so that team members can grow within themselves and in the company.
Heather is a leader outside of Thetford as well. She’s active in the RV Women’s Alliance (RVWA) and the RV Industry Association (RVIA). She participated in the RVIA Emerging Leaders Collation Volunteer Day, helping build park benches for the Bonneyville Mill County Park and has served on a handful of RVIA committees/special task forces — warranty, dealer service parts and dealer training.
When she’s not working, Heather enjoys spending time with her husband and two kids, often camping in their RV or enjoying her boys’ little league games.
“Heather has an amazing character — specifically infectious positivity,” Alissa says. “No challenge is too difficult. She keeps the team at ease during challenging times, and she has a passion for winning.”
What advice do you have for up-and-coming leaders in the RV industry?
Never stop learning. Push yourself to continually expand your knowledge — whether it’s about new products, emerging technologies, market trends or customer needs. Leaders who stay curious and committed to learning are better equipped to make informed decisions, innovate and guide their teams effectively.
What does it mean to you to be a 40 Under 40 honoree?
Being recognized as a 40 Under 40 honoree in the RV industry is an incredible honor. To me, it represents not just personal achievement but also the opportunity to contribute to an industry I’m passionate about. It’s a reflection of the hard work, collaboration and support of the teams and mentors I’ve worked with over the years. Most importantly, it’s a reminder to continue pushing boundaries, learning and giving back to the RV community that has given me so much.
