Consumer Affairs Manager I

Consumer Affairs Manager 

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.
• Establishes pre-legal reserves. 

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.