Purpose:  This position exists to interface directly with dealers and retail customers to understand product deficiencies and establish a coordinated plan to remedy deficiencies in all aspects of the repair to restore the product to Jayco standards while minimizing customer inconvenience and maximizing Jayco’s image with the customer.

Essential Functions

• Greet and interact with customers to assess defects by clarifying complaints by listening, clarifying descriptions of symptoms, conducting inspections and checking vehicle maintenance records.
• Inspect and perform a full check on each unit arriving in Factory Service by reviewing the needed repairs as listed on the Repair Order (RO) including photographs of interior and exterior.
• Coordinate the repair by preparing a RO describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining required approval and entering the RO into the service shop system.
• Coordinate and communicate all aspects of the repair plan including transportation, shop schedule, parts procurement and sub-contractors to all affected parties including service technicians throughout the repair process.
• Prepare proper forms, documents and authorizations to transport units to and from Factory Service as required during the repair process. 
• Upon completion of repairs, inspect repairs and quality of work as a part of the final inspection. Photograph the full unit including interior and exterior highlighting repaired areas.
• Prepare completion paperwork and review repairs with customer providing a copy of the completion paperwork.

Additional Functions

• Maintain weekly yard inventory report, record and issue return goods authorization (RGA) numbers to Customer Service when required.
• Order all required parts, document orders placed into the appointment calendar in a timely manner, arrange and follow through with all sublet and vendor repairs as needed.
• Prepare estimates for all customer pay issues to ensure they are accurate, complete and timely.
• When authorized, arrange customer accommodations and follow up on reimbursements for extraordinary expenses incurred.

Experience / Knowledge

• High School diploma or equivalent.
• 5-7 years of service related knowledge and experience with Recreational Vehicle Manufacturing background preferred.
• Knowledge of RV design and construction processes desired including RV codes and standards (RVIA/NFPA) and familiarity with Federal Regulations (CFR49).
• Knowledge to accurately estimate using assessments, experience and warranty flat rate information to create and estimate cost, timing and schedule for repairs based on shop schedule and parts lead times.

Necessary Skills & Abilities

• Demonstrates analytical problem-solving skills while using good judgement and decision making processes.
• Critical thinking ability, problem solving sensitivity and inductive reasoning skills are needed.
• Requires ability to define problems, collect data, establish facts and draw valid conclusions along with ability to interpret technical information.
• Strong communication and collaboration skills are required with demonstrated ability to communicate technical information.
• Must display professionalism in all interactions and the ability to maintain a positive attitude through periods of adversity and disagreement.
• Strong organizational skills with the ability to prioritize multiple projects efficiently.

• Must demonstrate assessment skills and recording of information in an efficient and accurate manner following all SOPs.           
• Ability to build cross-functional partnerships both internally and externally.
• Must have ability to help drive positive and meaningful changes within the organization.
• Proficiency with Microsoft Office software, including AX and Net Suite and Sales Logixs.
• Must comply with all safety policies, practices and procedures.

Work Requirements

• This position may require sitting, standing, and working in front of a computer monitor in an office setting approximately 65% of the day.
• Requires ability to inspect units outdoors, regardless of weather, during the check-in phase.
• Regularly required to sit, stand, walk, and stoop, kneel, or crouch; use hands to fingers, handle or feel objects, tools, or controls; and reach with hands and arms.  Must be able to frequently lift and move up to 20 pounds.
• This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed).
• A valid driver’s license may be required.  
• 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,
• dental insurance,
• vision insurance,
• disability and life insurance,
• 401k plan with a discretionary annual match

• Wellness benefits, fitness center access, on-site health clinic for employee use and Employee Assistance Program (EAP) benefits.