Purpose:

This position exists to be the primary communications link between the dealer or retail customer, Jayco service technicians and the Jayco Call Center to perform an initial diagnosis of claimed defects, coordinate repairs and schedule service work.

Essential Functions:

• Serve as primary contact between all parties from beginning to end.
• Assesses product defects by listening and clarifying symptoms, conducting inspections, and reviewing vehicle maintenance records.
• Manage service schedule and assign work to service technicians based on assessment, experience and flat rate information.
• Prepare and enter repair orders by thoroughly describing symptoms, problems, and discovered causes; required repairs and services; obtaining approvals; and searching recalls & TSBs.
• Prepare estimates on all customer pay issues ensuring accuracy, completeness, and timeliness.
• Arranges and manages all follow-up with sublet and vendor repairs.

Additional Functions:

• Assists and coordinates walk-in customer requests.
• Assists customers in making overnight accommodations for customers as required and following up on customer reimbursements when authorized.

Required Experience/ Knowledge:

• High school diploma or equivalent.
• Knowledgeable regarding RV construction processes and mechanical aptitude.
• Previous successful service writer, customer service, warranty experience is desirable.
• MicroSoft Office proficiency required.

Necessary Skills & Abilities:

• Requires ability to define problems, collect data, establish facts by inspection and draw valid conclusions along with ability to interpret an extensive variety of technical instructions.
• Demonstrates exceptional communication skills and service orientation with all parties in a professional and respectful manner.
• Ability to accurately assess situations through active listening and recommend appropriate solutions and actions using critical thinking skills while satisfying Jayco’s policies and service objectives remaining consistent with Jayco warranty parameters.
• Ability to multi-task to provide high level customer service in all situations.

Work Requirements:

• This position may require working in extremes in temperature & environment while occasionally performing moderately light physical activity.
• This position requires the ability to communicate with others face-to-face, over the phone, and electronically both individually and in a team environment.
• Regularly required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl; use hands to fingers, handle or feel objects, tools, or controls; and reach with hands and arms. Must be able to occasionally lift and move up to 25 pounds.
• Requires ability to define problems, collect data, establish facts and draw valid conclusions along with ability to interpret an extensive variety of technical instructions.
• This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed).
• Regular attendance is required.
• 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