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Sr. Client Engagement Manager

Spartan Motors, Inc. Bristol Full-Time
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Accountable for managing and leading product support, warranty and client engagement that ensures client’s needs are meet in balance with driving client lifecycle continuity. Responsible for strategically positioning the product support and warranty functions of FVS-APS customers to provide world-class support on all FVS - APS product portfolio to include OEM Fleet Vehicles and OEM replacement parts.

•Direct management of the Warranty Leader
•Direct management of the Product Support team
•Direct management of warranty Field Technicians
•Development and delivery of relevant metrics that drive meaningful insights into product support and warranty improvements, that drive cost reduction and client satisfaction
•Maintain established departmental KPI’s and drive performance improvements
•Daily, weekly, monthly and yearly reporting of all field and client cases such that each case is captured, recorded and managed through the CRM processes - open to close and reported to the organization
•Develop, implement and foster positive change – be a champion of change
•Act as a liaison for the organization and an advocate of the clients while balancing cost and profit
•Management of all aspects related to product support and warranty administration, including policy development, compliance with NHTSA, FMVSS and TREAD requirements, warranty agreements, settlement and resolution
•Collaboration and information sharing with Compliance, Production, Quality and Supply Chain to ensure vendor chargebacks are managed and monies are recovered
•Review of all warranty and quality trends, resulting in the creation and delivery of (ICAR) internal corrective action requests that drive containment and permanent corrective actions such that quality and warranty root cause issues are corrected
•Act as a liaison for the FVS-APS business unit to influence change within the Quality, Production, Engineering departments using Salesforce case management data and (PSR’s) problem solving requests
•Visit and investigate root cause of client concerns when appropriate – report and initiate corrective actions to resolve concerns – follow up with company and clients on findings and resolution
•Create, develop and present data and presentations to internal and external clients when appropriate
•Ensure that clients are satisfied with the organization’s offerings of goods and services
•Oversight of client satisfaction survey development, deployment and review
•Negotiate policy claims and disputed claims with vendors and customers
•Obtain warranty and policy credits from suppliers/vendors
•Authorize credit for customers from warranty and policy claims
•Supervise the activities of warranty claims processing
•Maintain in-house records, i.e. individual VIN file and dealer file
•Request custom reports from Information Services
•Analyze report data, modify as needed with programmers
•Recover all vendor/supplier warranties
•Occasionally assist in entering warranty claims into system
•Respond to general inquiries concerning warranty and product support
•Process all NHTSA and TREAD reporting including recalls
•Back up and perform additional duties as needed
•Internal and external communications
•Primary point of contact for clients post production needs
•Manage case log to ensure open cases are resourced and closed according to policy
•Travel 40% or greater to suit the needs of the business - Office 60%
•Ability to manage a travel schedule / itinerary while balancing client and day to day business needs and functions
•Identify and organize new and existing services that help the client base make more productive use of the company's portfolio of goods and services
•Manages coordination of handoffs from sales to FVS-APS business unit
•Ability to garner trust, respect and good will of new and existing clients
•Be viewed as a trusted advisor, internally and externally
•Identify, develop and maintain “plus one” client relationship
•Establish and maintain cross functional engagement within the organization
•Represent the FVS-APS business unit and all its services on pilot reviews and visits with new and existing clients
•Support the Business development and Client development representatives on new and existing client visits when appropriate
•Develop and maintain advisory engagement with the quality, engineering and production departments to ensure operational excellence

•Extensive experience in customer service and client relations
•Experience with compliance relative to NHTSA, FMVSS and TREAD
•Technical knowledge relevant to the industry
•Working knowledge of production, quality, parts, field solutions and warranty processes and policies
•Planning, problem identification, problem solving and analytical skills
•Ability to create and manage teams without direct span of control
•Industry experience in walk in van, upfit and truck body manufacturing. Warranty and client services management, Technical support and field deployment management.

Spartan Motors Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability.


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Job ID: AL11609


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At Spartan Motors, understanding and planning for the road ahead is our business. Financial pressures are intensifying, budgets are tightening and productivity must be continually increased. At the same time, new technologies are forcing everyone to reconfigure old models and customize better and faster in order to stay competitive with relevant products. In today’s rapidly changing environment, companies are vulnerable unless they can offer better value, a new solution and more productivity.

At Spartan Motors, we understand that better than most. In our 41-year history, we’ve had to adjust to a changing climate as well. As one the largest vehicle-specific engineering, manufacturing, assembly, and service companies in the world, we challenge ourselves to know more, offer more, and apply more, so our customers get more. Our driving philosophy is to always improve our customers’ end game, and we charge every person who works here to contribute to that goal as well.

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