Customer Support Pro – Warranty & Dealer Liaison

Grand Design RV; Elkhart (IN); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with match

Employee Stock Purchase Program

Tuition Reimbursement

Holiday and Vacation Pay

Job summary

Grand Design RV is seeking a Customer Support Agent to serve as the primary contact for retail customers, dealer partners, and internal departments by delivering customer support, technical assistance, service coordination, and warranty/recall administration. You will help resolve issues and ensure timely responses across the network.

The role emphasizes collaboration with Service, Parts, Warranty, Engineering, and Manufacturing teams to drive quality and exceptional customer experiences.

Qualifications

• High School Diploma or equivalent
• RVIA Certification with previous RV experience preferred
• Strong written and verbal communication skills
• Proficient typing and computers (Word, Excel)
• Excellent customer service skills, problem solver
• Ability to multi-task and manage stress
• Excellent organizational, time management skills in a fast-paced environment

Responsibilities

• Respond to customer and dealer inquiries in a professional and timely manner
• Create, maintain, and update customer and dealer cases within company systems
• Provide technical support, troubleshooting, and product guidance to customers and dealer partners
• Review and process dealer service requests, pre-authorizations, and related documentation
• Provide accurate technical diagnostics and repair recommendations
• Assist customers and dealers with warranty, service, and repair-related concerns
• Coordinate field service requests, sublets, and repair activities as necessary
• Process customer reimbursements, sublet reimbursements, and related service claims
• Manage customer and dealer communications related to recalls, safety campaigns, and service initiatives
• Assist customers in locating authorized dealers and service providers
• Coordinate recall and service-related parts ordering and availability
• Verify and update customer information to support service, warranty, registration, and recall activities
• Maintain accurate documentation and notes within CRM systems
• Provide assistance with dealer portals, systems, and service procedures
• Evaluate and communicate product performance, quality concerns, recurring failures, and service trends to leadership
• Escalate safety, quality, technical, and customer concerns through established procedures
• Coordinate with Service, Parts, Warranty, Engineering, Manufacturing, and other departments to resolve concerns
• Support customer return units by coordinating scheduling, communication, and release activities
• Meet with customers and dealer representatives when needed to assist in resolving concerns
• Build and maintain positive relationships with customers, dealer partners, and internal stakeholders
• Maintain a high level of responsiveness, professionalism, and customer focus while managing multiple priorities
• Perform additional duties and special projects as assigned

Job description

Grand Design RV is seeking a Customer Support Agent to serve as the primary contact for retail customers, dealer partners, and internal departments by delivering customer support, technical assistance, service coordination, and warranty/recall administration. You will help resolve issues and ensure timely responses across the network.

The role emphasizes collaboration with Service, Parts, Warranty, Engineering, and Manufacturing teams to drive quality and exceptional customer experiences.