As primary owner of quality/field issues, this position will coordinate the resolution of warranty service and technical issues between customers and internal resources through effective use of root cause analysis, process improvement, and communication.  This position will also play key role in leading and establishing a Factory Authorized Warranty Service network for all business units.

KEY RESPONSIBILITIES and TASKS:

• Manage and direct all Service and Warranty personnel and 3rd Party Service & Warranty networks.




• Interact with manufacturing, sales, engineering, accounting, and customer service personnel to troubleshoot customer problems in cooperation with sales for final resolution.




• Track and communicate status of quality related issues on all product, parts and service to ensure process improvement and accountability.




• Support Customer Service personnel with technical matters beyond the scope of their function.




• Serve as liaison between Service/Sales personnel to authorize warranty repair and product and confirm credit approval for any charge backs.




• Support Manufacturing and Engineering Departments on matters regarding product performance, product design and product quality.




• Communicate with Suppliers on matters regarding product performance, product design and product quality.

EDUCATION/EXPERIENCE:

• College Degree in an engineering discipline preferred, and/or 5-7 years experience a plus.


• Minimum five (5) years of experience in technical service/customer support.


• Technical aptitude and experience with process improvement/Lean Six Sigma tools.


• Influence on decision-making process. 


• Ability to read a technical drawing/CAD. 

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Refrigeration technical knowledge preferred


• Excellent written and verbal communication skills


• Detail oriented with ability to be self-directed


• Good 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


• Ability to travel

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee is expected to perform other duties necessary for the effective operation of the department or unit. The job description above is meant to be an outline and the details may be modified in the future to accommodate changing conditions.