Consumer Affairs Manager I

Jayco Inc; Middlebury (IN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

401k with match

On-site Fitness Center (IN)

Job summary

Jayco Inc is seeking a qualified professional to manage product dispute cases through arbitration or settlements, representing Jayco’s interests in legal proceedings.

The role requires coordinating with counsel, investigating consumer complaints, and guiding risk assessments through to final settlement decisions. Remote work is not available; travel to field locations may be required.

Qualifications

• Bachelor’s degree or equivalent and 3 years of related experience.
• Knowledge of federal and state product liability and lemon laws preferred.
• Familiarity with RV codes and standards.

Responsibilities

• Manage case files for product disputes through arbitration or settlement.
• Investigate consumer complaints and negotiate settlements.
• Prepare chronologies, repair history and factual analyses; support counsel.
• Respond to interrogatories and production requests; coordinate document production.
• Coordinate or participate in depositions and communicate risk assessments to management.

Skills

Strong communication

Organizational skills

Influence others

Customer service background

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Purpose:

This position exists to resolve product related disputes and authorize settlements as the last internal step before litigation or arbitration.

Essential Functions:

• Provide case management for all product matters representing Jayco's interests in arbitration, mediation or dispute resolution.
• Investigate consumer complaints; negotiating resolutions/settlements.

Additional Functions:

• Prepare chronologies of significant events, repair history and fact analysis.
• Work with corporate legal counsel providing accurate education, information and strategies for our specific issues in order for counsel to provide best defense in legal matters.
• Respond to and coordinate responses to interrogatories, production of documents, product and case research and supplier support.
• Participating in or coordinating others' participation in depositions.
• Communicating risk assessments to management via Unit Settlement Summaries.
• Monitor all property damage, injury and death claims relating to Jayco product.
• Manage legal releases, title securement, title branding, vehicle resale and disclosure notices, damage disclosures and final costs.
• Responds to attorney general letters, BBB complaints, magazine letters and attorney demand letters made on behalf of retail owners.
• Communicates legal information to appropriate personnel within the company.
• Reviews and communicates with Customer Service, dealer, and supplier personnel on potential hot or legal issues and lemon laws.
• Reviews company brochures, owner's manuals, policy and procedure manuals, etc. suggesting improvements for legal compliance.
• Identifies potential legal or safety issues as identified by dealers and consumers; communicates and/or makes recommendations on improvement or resolution.
• Responsible for making settlement decisions independently within their authorization limits.

Required Experience/ Knowledge:

• Minimum 3 years prior related experience and knowledge equivalent to a bachelor’s degree is required.

Preferred Experience/ Knowledge:

• General knowledge of federal and state product liability laws and lemon laws.
• Significant general product knowledge and familiarity with RV codes and standards.
• General knowledge of legal terms and warranty language.

Necessary Skills & Abilities:

• Excellent record retention skills are required.
• Strong communication skills are required.
• Strong customer service or manufacturing background preferred.
• Proficient in MicroSoft Office software.
• Must be able to influence others at all levels both inside and outside of the company.
• Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.

Work Requirements:

• This position may require sitting, standing, working in front of a computer monitor in an office setting approximately 95% of the day.
• Requires ability to occasionally travel between field locations.
• 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 10 pounds.
• This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed).
• Remote work: not available.
• Supervisory duties: None.
• 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)
• Vision insurance
• Disability and Life Insurance
• 401k plan with an annual discretionary match
• On-site Fitness Center access (IN only)
• Health Clinic for employee use (IN only)
• Employee Assistance Program (EAP) Benefits