Job Summary: The Manager, Service Compliance and Support is responsible for leading and developing the organization's compliance strategy and will serve as the key contact and relationship manager with the National Traffic Safety Administration (NHTSA). This position will lead the service organization's vendor recovery initiatives and develop and maintain departmental tools and systems, including but not limited to overseeing and cataloging the department's processes and documentation requirements. This leadership role demands a high degree of initiative, self-motivation, and proactive engagement with all stakeholders. This role will collaborate closely with our Technical Service, Field Service, and Customer Service groups to ensure that all operating systems are capturing and reporting data for internal and external needs. Responsibilities: * Develop, influence, and facilitate cross functional buy-in of all customer service processes and procedures as the gatekeeper. * Build and lead a team of warranty analysts as required for data capture, invoice processing and recovery, Return Material Authorization (RMA) processing, bulletin tracking, and reporting. * Lead and direct compliance and reporting to the National Traffic Safety Administration (NHTSA) as required. * Build and maintain the organization's knowledge and compliance to FMVSS 305 for our part with electric vehicles and equipment. * Lead vendor recovery initiatives and create a repository of supplier information with Purchasing to drive our contacts and processes for financial recovery. In addition, drive financial responsibility back to the suppliers for failures in the field. * Work closely with our finance team for all charges, credits, and vendor recovery. * Create and distribute supporting customer information, including but not limited to, customer notification letters and the mailing process for distribution. * Gatekeeper for the development and implementation of all departmental tools and processes. * Manage and oversee customer internal Return Material Authorization (RMA) process, in support of program developmental requirements. * Lead and direct the process for placement of invoice(s) on "hold" or off "hold" (payment release) in conjunction with accountings best practices, when invoice(s) submitted don't comply with our RMA or registration process. * Create training manuals and document business requirements for project and process improvement and automation efforts. * Build a project road map to enhance and implement Salesforce.com to capture all relevant service requirements and informational searches while being the subject matter expert. * Develop and update service and compliance policies and procedures to align with changing customer expectations and business objectives. * Act as the department Steering Team Member, supporting the organization's improvement of its ERP / MRP tool and verifying its linkages with our case management and ordering processes. * Work closely with our finance team to ensure data categorization and migration to the warranty accounts as intended for accruals and reporting. * Generating reports and presenting data to senior management to provide insights into customer service performance and trends. * Process owner for customer registration process and data recording. * Assist Engineering's compliance group with the administration and tracking of any campaign/recall information including but not limited to, completion tracking and labor times. * Adhere to federal and state regulations. * Adhere to all company policies, processes, and procedures. * Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance. Position Qualifications: * Bachelor's degree in Business Administration, Management, technical or engineering related field. * Strong understanding and prior experience with the National Traffic Safety Administration (NHTSA). * Minimum of five (5) years' of automotive previous warranty administration and reporting experience. * Possession of a strong technical proficiency. * Minimum of five (5) years' of automotive and/or manufacturing customer service-related experience. * Minimum of three (3) years' of demonstrated project management experience. * Effective decision making and problem-solving skills. * Strong understanding of customer service principles and best practices. * Excellent interpersonal and communication skills, both written and verbal. * Ability to handle difficult customer interactions and resolve issues effectively. * Superior skills with customer service software, databases, and tools. * Proficient knowledge of Microsoft Office Applications. * A deep commitment to delivering excellent customer experiences and ensuring customer satisfaction. * Ability to gather customer feedback and use it to improve service quality. * Highly organized and detail oriented. * Flexibility to adapt to changing customer needs and business demands. * Willingness to work in a fast-paced environment. * Assertive, and not afraid to share their opinion. Key Competencies: * Focuses on Quality: Drives work results with a quality focus on actions and results. * Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems. * Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results. * Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition. * Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace. * Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before. * Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives. * Communications: Exchanges thoughts, feelings, and information effectively. Physical Requirements / Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. * Prolonged periods sitting at a desk and working on a computer. * Constantly operates a computer and other office equipment. * Ability to adjust focus, especially due to concentration on a computer screen. * The person in this position needs to occasionally move about in industrial environments, and on uneven terrain. * The noise level in the work environment can be moderately loud. * Must be able to manipulate equipment for calibration and modification. * Prolonged periods of operating equipment. Why Join Us American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce. Benefits Overview * Paid time off includes 4 weeks, 15 holidays, and parental leave. * 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance. * Flexible Spending Account (FSA) and Healt To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjIwODI3LjEyMjQ4QGFtZXJpY2FuYmF0dGVyeWNvbXAuYXBsaXRyYWsuY29t
