Purpose: This position exists to interface with dealers and retail customers ensuring Jayco’s product warranty and service objectives are administered and accomplished in a timely, cost effective manner. Essential Functions: • Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes. • Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment. • Authorizes dealer warranty work within guidelines and procedures. • Authorizes repairs and supplies parts to non-Jayco repair centers. • Provides information repair procedures and initiates unit returns for repair work. • Provides technical service information to dealers and customers. • Files incident reports for property damage, personal injury or fire. Additional Functions: • Enters pertinent information into unit files. • Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc. Preferred Experience/ Knowledge: • Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc. • Technical aptitude is required. • Prior high volume call center experience is helpful. Necessary Skills & Abilities: • Willingness to learn, grow and adapt to an ever changing product environment. • Listening skills to thoroughly understand problems and respond appropriately in a timely manner. • Desire and ability to problem solve effectively. Work Requirements: • This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day. • This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms. • This position is a full-time position, which may require some flexibility in hours and days worked. • Regular attendance is required. • Supervisory responsibilities: none • Remote work: not available. • Management reserves the right to assign or reassign duties and responsibilities to this job at any time. Jayco offers a generous benefits package including: • (2) Medical Insurance plan options, HSAs, and FSAs • Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only) • Dental Insurance • Vision insurance • Disability and Life Insurance • 401k plan with an annual discretionary match • Wellness Benefits • On-site Fitness Center access (IN only) • Health Clinic for employee use (IN only) • Employee Assistance Program (EAP) Benefits