40 Under 40: Igor Rodrigues
Service Manager; Owasco RV; With company: 6 years | Industry experience: 6 years
When Igor Rodrigues, 28, became the service manager for Owasco RV, he had big shoes to fill, taking over from a 40-year company veteran. But after a year of hands-on training as assistant service manager, Igor stepped into the role with confidence.
“His hands-on approach and willingness to jump in wherever needed have earned him the respect of his peers, his team and our manufacturers,” says Amy Verwey, general manager at Owasco RV.
Igor is the first to arrive and the last to leave every day, Amy says. And if needed, he will step behind the service counter to cover for an absent advisor, answer phones at the appointment coordinator’s desk or get under a trailer to make a repair himself.
“With his background as an automotive engineer, he thrives on connecting with technicians, troubleshooting challenges and finding solutions,” Amy says. “Transitions in leadership can be challenging, but Igor quickly built strong relationships with every technician and service advisor. He united the team, boosting shop efficiency and elevating customer care.”
He’s building relationships with customers, too. Recognizing that social media is today’s “digital campfire,” Igor engages directly with clients online, offering help and resolving concerns. He also introduced post-service surveys to address issues before they become negative reviews or low CSI scores.
Since becoming service manager, Igor has transformed Owasco RV’s service department and has the numbers to prove it: technician turnover was reduced to under 5%, service advisor turnover reduced to just 1%, sales volumes boosted by 15% and overall manufacturer CSI score raised by 10 points. Furthermore, by implementing targeted KPIs, Igor has improved technician productivity and performance by 13% and introduced additional KPIs to track service advisor success.
“His efforts in reducing appointment lead times have ensured more customers get back on the road quickly and efficiently,” Amy adds.
After successfully onboarding and training six new apprentices, Igor now leads a team of 18 employees and is planning to grow the team to over 25 within the next six months.
Recognized for his expertise beyond his company, Igor was invited to join a manufacturer’s service advisory council, where he shares ideas to improve service operations from a technical perspective. He also participates in a national “20 Group,” collaborating with service managers from across the country to exchange best practices and drive business improvement.
In his free time, he enjoys spending time with his wife and family, camping, riding motorcycles, watching professional racing, traveling and hanging out with his dog, Tyke.
“In his brief time within the RV industry, Igor has distinguished himself through exceptional achievements and an unwavering commitment to excellence,” Amy says. “We are honored to count him among our team and eagerly anticipate the remarkable contributions he will continue to make throughout his career.”
Igor’s advice for up-and-coming leaders in the RV industry:
Successful RV leaders embrace the lifestyle, invest in continuous learning, seek and share mentorship, and prioritize listening. By living the RV experience, growing through training and industry collaboration, they not only strengthen their organizations but also help drive the future of the RV industry.
“The only way to do great work is to love what you do.” —Steve Jobs
What it means to Igor to be a 40 Under 40 honoree:
Being recognized as a 40 Under 40 honoree at 28 years old is an incredible honor. To me, it signifies not only individual accomplishment but also the responsibility to contribute to the continued growth and direction of the RV industry, while supporting and inspiring others who are building their careers in this field.
