David Bowers Email & Phone Number

Bristol, In, Us

Bristol, In, Us

Bristol, Indiana

Middlebury, Indiana

Middlebury In

• Interface with dealers and retail customers to ensure that Entegra’s product warranty and customer service objectives are administered and accomplished in a timely, cost effective manner.Duties and Responsibilities• Maintain proficiency in company software to include Sage SalesLogix, AS400, Microsoft Office.• Maintain knowledge of company product from conception of Entegra to current product through continuous training .• Communicate with customers to gather facts and negotiate an appropriated solution.• Answer telephone and written inquiries via letters/e-mail from dealers and retail customer. Contact range from routine warranty matters to extremely complicated, hot, emergency and sensitive customer service/dealer relations problems.• Determine the nature of the call and, operating within standard practice, attempt to determine solutions that are satisfactory with the dealer/customer.• Communicate with non-Entegra repair centers providing information, authorizing repairs and supplying parts.• Initiate the return of units to Entegra for repairs.• Provide technical service information to dealers and customers. Provide information on repair procedures.• Enter pertinent information from a variety of sources into unit file for future reference by appropriate personnel.• Enter claims for retail, jobber, and retail payment via dealer online portal for payment.

Primary Responsibilities• Maintain proficiency in Microsoft Dynamics CRM and AX, Sage MAS, Microsoft Office.• De-escalate hot part issues.• Manage team of six parts writers and six parts shippers.• Generate parts orders for dealers per requests coming from phone, email, or fax. • Purchase parts from suppliers.• Submit cabinet part orders to production manager with prints and follow up for shipment.• Work with all product lines from first travel trailer and fifth wheel built to present and maintain availability of parts for two years from retail purchase date including discontinued parts.• Manage daily log of shipments and shipment totals.• Manage inventory of frequently sold discontinued parts.• Manage documentation of parts including photographing parts and transferring photos to dealer website sight for parts website. Oversee parts catalog on company website.• Assist and supervise parts packer with packaging, crating, and UPS and truck freighting of parts when needed. Strong working knowledge of UPS Worldship.• Obtain quotes and prepare all paperwork for freight shipments including contacting freight company for scheduled pick – ups.• Manage and assist with all parts orders for unit loads.• Manage logging and processing of all dealer return parts for warranty.Secondary Tasks• Process warranty claims.• Process vendor charge – back claims.

General Responsibilities•Answer a wide variety of incoming calls from our after market customers concerning Conn-Selmer product repairs and parts information.•Take phone orders form dealers, edit dealer orders and enter dealer orders in the computer system.Essential Functions•Analyze and interpret customer inquiries and orders to determine specific requirements pertaining to product repairs and parts.•Assist in building parts website to deliver electronic service to customers.•Develop and research older product and archived information to assist customers with repair parts and serial number information, and product comparison.•Build and develop repair parts and older product data base.•Identify repair part numbers and pricing to be entered into computer system.

Provide technical assistanceAuthorizing warranty workLocating service centers / mobile repairSetting appointments with service sourcesSecuring vendor assistanceParts orders and trackingAssist with chassis repair issuesEmails and correspondence communicationsRelated FunctionsProcess Warranty Claims / ReimbursementsVendor charge backsAdminister chassis product modificationsContact and solicit extended warranty planFilingMaintain vehicle history files

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