Customer Support & Service Coordinator (Warranty & Tech Help)

granddesignrv; Elkhart (IN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Group Life

Health Savings Account (HSA)

401(k) with match

Employee Stock Purchase Program

Tuition Reimbursement

Holiday and Vacation Pay

Short & Long-Term Disability

Life Insurance

Job summary

Grand Design is seeking a Customer Support Agent to serve as a primary point of contact for retail customers, dealer partners, and internal teams. You will provide customer support, technical assistance, service coordination, warranty and recall administration, and problem resolution.

You will collaborate across departments to deliver exceptional customer experiences, support dealer relationships, and ensure timely resolution of service-related concerns while maintaining accurate documentation

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, etc.).
• Excellent customer service skills, be a problem solver—and graciously assist customers.
• Ability to multi-task and have a good level of stress management skills.
• Excellent organizational, time management, and communication 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 assistance, 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 and understanding available repair options.
• Coordinate recall and service-related parts ordering and availability as needed.
• Verify and update customer information to support service, warranty, registration, and recall activities.
• Maintain accurate documentation and notes within customer relationship management 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 company procedures.
• Coordinate with Service, Parts, Warranty, Engineering, Manufacturing, and other departments to resolve customer and dealer concerns.
• Support customer return units by coordinating scheduling, communication, and release activities as applicable.
• 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.

Skills

Customer service

Communication

Multi-tasking

Stress management

Problem solving

Education

High School Diploma or equivalent

RVIA Certification

Tools

Word

Excel

CRM software

Job description

Grand Design is seeking a Customer Support Agent to serve as a primary point of contact for retail customers, dealer partners, and internal teams. You will provide customer support, technical assistance, service coordination, warranty and recall administration, and problem resolution.

You will collaborate across departments to deliver exceptional customer experiences, support dealer relationships, and ensure timely resolution of service-related concerns while maintaining accurate documentation