Consumer Affairs Manager

THOR Industries, Inc.

Middlebury, IN

Apply Now

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.