Job Summary: The Manager, Central Service is responsible for leading and developing our departmental tools and systems, along with overseeing and cataloging the department's processes and documentation requirements, including but not limited to cases, reporting, NHTSA, and vendor recovery. This leadership role demands a high degree of initiative, self-motivation, and proactive engagement with all internal stakeholders. This individual will collaborate closely with our Technical Service, Field Service, and Customer Service groups to ensure that all operating systems are capturing all needed data as well as all reporting requirements and KPI's are available at-a-glance. Responsibilities: * Develop, influence, and facilitate cross functional buy-in of all customer service processes and procedures. * Build and lead a team of warranty analysts as required for data capture, invoice processing, RMA processing, bulletin tracking, and reporting. * Lead and direct ABS's responsibility toward reporting to the National Traffic Safety Administration (NHTSA). * Create and distribute supporting customer information, including but not limited to, customer notification letters and the mailing hierarchy / process for distribution. * Facilitate Gatekeeper role for the development and implementation of all departmental tools and processes. * Manage and oversee customer internal Return Material Authorization (RMA) process, in support of 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/ automation efforts. * Build a project road map to enhance and implement Salesforce.com to capture all relevant service requirements and informational searches. * Lead organizations vendor recovery initiatives, creating a repository of information in concert with purchasing to drive our contacts and processes for recovery. * Developing and updating customer service policies and procedures to align with changing customer expectations and business objectives. * Work with cross-functional teams including, but not limited to IT, Commercial, Quality, Engineering, Operations, Supply Chain to provide support for the business' efforts to ensure completion of internal RMA process. * 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. * Work closely with our finance team for all charges, credits, and vendor recovery. * Process owner for ABS's customer registration process and data recording. * Assist Engineering's compliance group with the administration/ tracking of any campaign/recall information including but not limited to, completion tracking and labor times. * Create and distribute supporting customer information, including but not limited to, customer notification letters and the mailing hierarchy / process for distribution. * 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 or related field. * Minimum of five (5) years of automotive and/or manufacturing customer service-related experience. * Minimum three (3) years of demonstrated project management experience. * Experience in a supervisory or leadership role within customer service preferred. * Effective decision making and proble