Service and Warranty Manager (Project Management)
Primary Responsibility: The Service and Warranty Manager is responsible for managing and leading the Service and Warranty team and daily operations of the department.
Key Responsibilities & Tasks:
- Manage and lead a Service and Warranty team of approximately 9 individuals spread amongst 2 locations.
- Strategize, develop and manage training programs to enhance the teams technical and customer service capabilities.
- Develop and grow 3rd Party Service & Warranty networks and vendors.
- Gather and analyze defective product information and historical data on causation to collaborate with key stakeholders.
- Partner with manufacturing, sales, engineering, accounting, and customer service personnel to troubleshoot customer problems in cooperation with sales for final resolution.
- Develop improvements to current systems and processes to enhance communication and reduce time of resolution.
- Serve as liaison between Service/Sales personnel to authorize warranty repair and product and confirm credit approval for any charge backs.
- Regularly scheduled travel between teams' locations- Andover, KS and Plymouth, MN
Education/Experience:
- Bachelor's degree preferred.
- Experience in leading a Service and/or Warranty team required.
- Minimum five (5) years of experience in technical service/customer support.
- Technical aptitude and experience with process improvement.
- Influence on decision-making processes.
- Ability to read technical drawings is preferred.
Specific Knowledge, Skills, License, Etc.:
- Electrical and/or mechanical technical knowledge preferred
- Excellent written and verbal communication skills
- Detail oriented with ability to be self-directed
- Excellent Follow-Up Skills
- Good organizational, analytical and interpersonal skills (written and oral)
- Proficient user of Microsoft Windows and Excel
Physical Effort:
- Ability to sit behind a desk for 8 hours
- Ability to work on a PC as required
