Warranty Specialist

**Position: Warranty Specialist**

**Salary Grade: 5**

**Purpose**:Effectively and in a timely manner communicate with customers concerning warranty claims. Determine if claims are covered under OAK warranty documentation and contractual agreements, and coordinate resolution of issues when appropriate.

**Roles: Expected behaviors and activities performed to fulfill responsibilities**
- Practice and encourage the best safety practices resulting in zero lost time within department.
- Implement and practice effective 5S and participate in regular team 5S audits.
- Set an example of working hard and doing the right things, exhibit energy and positivity.
- Able to successfully complete semi-routine procedures and processes
- Solve issues utilizing problem solving process and prioritizing processes and routines.
- Understand and achieve Reasonable Expectations (REs) for current position and responsibilities (excellent productivity and quality) and participate in regular team process audits.
- Engage in clear, courteous, effective, honest and open communications with team members and others within and outside the company.
- Develop and seek positive relationships; actively participate in regular huddles and goal setting.

**Responsibilities: Quantifiable metrics to which a person is held accountable**
- Arrive at work and position on time; remain present and engaged the entire assigned shift.
- Able to recognize and document patterns in process and problem solving.
- Participate in regular employee reviews including setting and achieving goals.
- Determine the validity of warranty claims based on OAK warranty guidelines and customer agreements.
- Coordinate with sales and service teams to ensure customer issues are resolved appropriately.
- Record warranty claims appropriately and update progress to the initial claim.
- Continually improves all aspects of the warranty process.
- Create internal orders to resolve customer warranty claims as requested and required.
- Provide all necessary paperwork, requests, and reports, including RGAs, credit requests, and quality data for relevant metrics.
- Ensure warranty related issues are properly resolved, quarantined, and assigned.
- As required, participate in quality audits of OAK processes, systems, and products, and in other quality related projects.
- Accurately calculate cost of quality concerning externally realized quality issues.

**Essential qualifications and skills**
- High school diploma or General Educational Development (GED) certificate; two year associates degree preferred.
- Ability to navigate new software effectively and efficiently.
- Excellent communication skills.
- Strong interpersonal skills. Ability to get along with diverse personalities, tactful, mature, and flexible.
- 1-2 years customer service and 3-5 years’ experience in a manufacturing environment preferred.
- Ability to remain calm and determined to meet goals.
- Documentation of a current drug screen must be provided prior to start date.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance

Experience level:

- 3 years

Shift:

- Day shift
- No nights

Weekly day range:

- Monday to Friday

Work setting:

- In-person

Ability to Relocate:

- Sturgis, MI 49091: Relocate before starting work (required)

Work Location: In person