Dealer Training & Document Support Specialist
Summary
Title: | Dealer Training & Document Support Specialist |
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ID: | 210330094C |
Department: | Customer Service |
Division: | Jayco |
Location: | Middlebury, IN |
Description
This position exists to serve as the main point of contact for the Jayco brands dealer network related to dealer website contact, navigation assistance and functionality.
Essential Functions
- Provides both on-site and phone training for new and existing dealership personnel on policies, procedures, processes, new programs.
- Sets up new dealer and non-authorized dealer accounts and labor rates. Creates and maintains new dealer and non-authorized warranty setups and labor rate entry.
- Supports unit documentation with unit registrations, data analysis and dealer lot inventory maintenance.
- Troubleshoots dealer end user customer support issues.
- Serves as primary representative for customer service related postings on dealer websites while collaborating with IT for website resource availability, functionality testing, content and maintenance.
Additional Functions
- Participates in dealer admin setup requests.
- Serves as a resource to assist with warranty flat rate setup and maintenance.
- Provides assistance with unit document maintenance for warranty registration entry/editing, information clarification, emails, dealer inventory reports and scanning supporting unit documents.
Experience / Knowledge
- Requires a minimum of 3-5 years related experience.
- RV industry experience is preferred.
- Desire and ability to thoroughly understand policies, procedures and tools.
- Teaching, training, instructional design capability and customer service experience is desired.
- Bachelor’s degree preferred.
Necessary Skills & Abilities
- Demonstrates analytical problem-solving skills while using good judgement and decision making processes to identify training needs, diagnose problems and recommend solutions consistent with Jayco’s customer service objectives and consistent with warranty practices.
- 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 on behalf of Jayco, Inc.
- 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.
- Proficiency with Microsoft Office software, including AX.
- 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 75% of the day.
- Regularly required to sit, stand, walk, and stoop, kneel, or crouch; use hands and 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 is required.
- Travel is required.
Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
This opening is closed and is no longer accepting applications