Responsible for supporting warranty, training, and service programs to enhance our products.
Key Responsibilities
- Provides Technical Support and support warranty coverage to external (and internal) customers via various communications; process warranty claims and provide telephone and email coverage.
- Maintains a data base warranty program to track, update, and gather detailed information regarding accuracy for our product performance.
- Prepares reports to track product performance.
- Builds customer relations and ongoing service to customers. Ensure customers, customer service, marketing, and field sales are trained on latest product offerings.
- Travels and investigates claims as needed to diagnose and resolve field service problems by providing product support via appropriate cross-functional departments to incorporate corrections into production.
- Identifies and maintains a training program and procures mockups needed to support products and warranty training.
- Identifies and assists with review of technical support literature, service bulletins and parts list to support the product line.
- Coordinates communications among various departments such as Engineering, Production and Sales.
- Assists and supports the product development process.
- Performs other related duties as assigned by management.
Supervisory Responsibilities: This position has no supervisory responsibility.
Skills, Knowledge and Expertise
- Computer skills required: Accounting Software (QuickBooks); Database Software (Access); Development Software; Internet Software; Manufacturing Software; Spreadsheet Software (Excel); Contract Management Systems; Design Software; Inventory Software; Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook);
- Firm commitment to excellence and high standards
- Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
- Interpersonal savvy; able to collaborate and work closely with other departments and leadership
- Excellent problem solving, process analysis, and improving business practice skills
- Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
- Good judgement skills with the ability to make timely and sound decisions
- Detail oriented and highly organized with the ability to prioritize duties and responsibilities
- Self-motivated, resourceful and adaptable; able to work independently within team focused environment
- Proficient with Microsoft Office 365 software; SAP experience preferred
Education: Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of