RV Dispute Resolution Project Manager

Additional Locations:  
Requisition ID: 23190 Fleetwood is one of the oldest and most popular RVs on the road and in the RV industry. We have manufactured Class A RVs for over 65+ years which is more than double most of our competition. Now manufacturing RVs under the Fleetwood, American Coach, and Holiday Rambler brands, we spent a lot of time figuring out how to make the best motorhome possible–and it all starts with construction innovation. From a perfect combination of power & reliability to hand-selecting your RV interior, we know how to make your RV Home a home.    Fleetwood is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV’s and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.

RV Dispute Resolution Project Manager

 

The RV Dispute Resolution Project Manager is responsible for escalation avoidance and litigation resolution. They will serve as the liaison between REV Recreation Group, its dealer and end-users of its products to prevent escalation at its earliest possible level.

 

CRITICAL INFORMATION:

• Reports To: National Warranty Manager
• Key Relationships: Managers, Customers, Peers, Dealers, Suppliers, Mediators, Attorneys
• Number & Title of Direct Reports: None

 

PRIMARY RESPONSIBILITIES:

• Visits assigned dealers on a rotating schedule to ensure timely throughput and quality of repairs, and intervene as necessary to correct any delays in providing quality and timely warranty services.
• Assists dealers with inspection and repair analysis.
• Mediates and solves customer relation issues, where the dealer has been unable to solve a concern through normal procedures.
• Conducts legal field inspections to address customer disputes and to prevent pre-legal concerns from escalating.
• Manages and controls attorney and legal contacts regarding customer disputes involving RV products
• Researches and formulates responses to all attorney or legal correspondence regarding problems with RV products to acknowledge receipt of complaint and begin the resolution process.
• Communicates and recommends course of action with plaintiff and corporate attorneys, the RRG escalation committee, dealers, chassis manufacturers’ representatives and state agency associates to resolve customer disputes.
• Represents REV Recreation Group and defends the company’s position at mediations, arbitration hearings, depositions, mandatory settlement conferences, trials and small claims court cases to resolve the customer disputes and mitigate risk and cost to the company.
• Facilitates the transfer of repla