Location: Winston-Salem, NC
Position Summary:
National Truck Protection is seeking a highly motivated Concierge Technical Claims Manager to lead our Concierge Claims team and serve as the primary technical and relationship-management leader for our most strategic fleet customers and OE business partners.
This role combines technical claims expertise, account management, leadership, and operational strategy. The ideal candidate will have a strong understanding of commercial vehicle repairs and claims handling while also possessing the ability to build trusted relationships with fleet customers, repair facilities, vendors, and executive stakeholders.
The Concierge Technical Claims Manager will oversee complex claims, provide leadership and coaching to the Concierge team, drive partner satisfaction, manage escalated situations, and help shape the future of strategic claims programs at National Truck Protection.
This is an excellent opportunity for someone who enjoys solving technical problems, building relationships, mentoring associates, and making a meaningful impact on business growth and customer experience.
What You'll Do:
Leadership & Team Development
- Lead, coach, and develop Concierge Claims Specialists. (support 6 to 8 associates)
- Provide technical guidance on complex claim scenarios and contract interpretation.
- Foster a culture of accountability, service excellence, and continuous improvement.
- Conduct coaching, training, and performance-development activities.
Strategic Partner Management
- Serve as the primary escalation point for key fleet customers and business partners.
- Build strong relationships with fleet managers, partners, repair facilities, and executive stakeholders.
- Deliver a high-touch, concierge-level claims experience.
- Participate in business reviews, partner meetings, and strategic initiatives.
Technical Claims Oversight
- Manage and support the resolution of complex medium- and heavy-duty commercial vehicle claims.
- Review diagnostics, repair estimates, maintenance records, and supporting documentation.
- Make coverage recommendations and claim decisions within authority limits.
- Assist with escalated disputes, anomaly reviews, and partner-sensitive matters.
Operational Excellence
- Drive quality, productivity, and service-level expectations.
- Identify claims trends, cost drivers, and process improvement opportunities.
- Support new program launches, product enhancements, and process development.
- Collaborate with Product, Sales, Partner Support, Customer Service, Legal, and Executive Leadership teams.
What We're Looking For
- 5+ years of experience in commercial vehicle claims, warranty administration, fleet maintenance, dealership operations, repair management, or a related field.
- Strong technical knowledge of medium- and heavy-duty commercial vehicles.
- Proven leadership, coaching, and team-development experience.
- Excellent negotiation, communication, and relationship-management skills.
- Ability to exercise sound judgment and make independent decisions in complex situations.
- Experience working directly with customers, repair facilities, vendors, and strategic partners.
- Strong attention to detail and commitment to delivering exceptional service.
Preferred Qualifications
- ASE Certifications or diesel technical experience.
- Experience managing strategic fleet accounts or OEM relationships.
- Bilingual Spanish/English.
- Associate degree, technical degree, or equivalent industry experience.
Why Join National Truck Protection?
- Lead one of the company's most visible and strategically important claims teams.
- Work directly with major fleet partners and executive leadership.
- Opportunity to help shape new products, programs, and service offerings.
- Influence operational strategy and customer experience.
- Develop future leaders while growing your own leadership career.
- Be part of a collaborative team focused on innovation, service excellence, and business growth.
National Truck Protection is committed to delivering industry-leading claims solutions while creating exceptional experiences for our customers, partners, and associates. This role is critical to achieving that mission.