PB Customer Relations Supervisor

Summary: The Customer Relations Supervisor provides direct supervision to 5-7 associates on a daily basis.  The incumbent in this position will provide leadership and technical training to their direct reports to ensure safety/environmental policies and procedures are followed, Pursuit quality standards are achieved, and proper administrative paperwork is processed in a timely fashion.

The department provides hands-on customer and dealer support for warranty administration, replacement parts sales, and technical information on both current and legacy Pursuit products. This department is a public face of the Pursuit brand and is an essential part of maintaining our reputation as leaders in the industry. Incumbent must be a self-starter, strategic thinker, data driven, and comfortable managing contentious situations to a win-win conclusion.

This position interacts daily with quality, manufacturing, and engineering to integrate warranty and dealer service data into solutions and product improvements both in current production and future products.

Supervises and schedules both an in-house warranty repair center, and a mobile factory technician.

Essential Duties and Responsibilities

• Provides a predictable work environment where associates are held accountable and treated with respect, constantly challenged and praised for continuous improvement of the process, work environment, and themselves.
• Build a team that is passionate about winning, people, and the work that they do.
• Participate in the hiring process.
• Provide the Associates with regular feedback and development opportunities.
• Timely completion of Performance Evaluations.
• Responsible for management and administration of the warranty processing system
• Responsible for management and administration of the warranty registration system
• Responsible for facilitating WQEM reviews
• Inform Engineering and Manufacturing Team of any pending warranty or product issues.
• Manage Ships Store inventory
• Manage departmental response to dealer and customer inquiries, both written and verbal
• Assist with maintaining dealer policies, procedures and ratings
• Manage service parts order processing
• Assist the Director in response to legal requests for information and maintain case file
• Assist with managing NMMA CSI program
• Assist in response to CSI Hot-Alerts incoming from the CSI Administrator
• Assist with dealer training and dealer access to NMMA CSI Website
• Provide reports of quarterly results for Customer Service and Dealer Service Customer Satisfaction Surveys
• Collection and analysis of failure data to determine need for bulletin or recall
• Obtain approved corrective action from engineering, vendor or manufacturing
• Publish and distribute bulletins/recalls
• Notify U.S.C.G. of recalls and report results
• Pursuit Tech - Manage the program development, dealer participation and vendor participation within budgetary goals.
• Interacts with other departments to resolve issues affecting Customer Relations needs for warranty and non-warranty parts requirements.
• Other duties as assigned

Education and/or Experience:  

• High school diploma or general education degree (GED) and;
• Five years related experience and/or training; or equivalent combination of education and experience.

Language Skills:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or emplo