Lead Warranty Operations Specialist

1 week ago

Rockford, Illinois, United States Hydraulic Technologies Full time

GENERAL OVERVIEW

This role is accountable for delivering daily guidance and structure to the Warranty Repair team at Hydraulic Technologies. The main goal of the Warranty Division is to support our clients in fulfilling their requirements efficiently, safely, and economically. Accurate data management, data gathering, and record preservation are critical to this role and will necessitate meticulous attention to detail. The position will involve interaction with various software systems (CDRs, Citrix/Warranty Claim Tracking, SAP, among others) to maintain documentation and provide ongoing updates to all relevant stakeholders.

KEY RESPONSIBILITIES

Clients expect regular communication (phone interactions) to discuss product performance, so comfort with this type of direct engagement is essential. Digital imaging will be a primary tool for this communication when necessary.

The Warranty work areas will consistently be kept organized and maintained (5S methodology). The workflow will implement the FIFO (First In, First Out) principle for processing tasks. It is understood that priorities may shift occasionally, impacting the FIFO process.

Safety and the quality of work performed are paramount for the Warranty Division and must be adhered to daily.

This position may also assist in the development and upkeep of our domestic and international Service Centers using available technology (Video Conferencing and other methods) from the main facility when necessary.

The responsibilities outlined above are intended to convey the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities or duties required. The employee will be expected to perform other tasks as assigned.

REQUIRED SKILLS

The ideal candidate will possess a reliable attendance record, the capability to align employee skills with production requirements to optimize resource utilization, and uphold quality standards and productivity goals. The abilities listed below describe the general nature of the work that will be performed, including other duties as assigned. Additionally, the candidate must be able to:

  • Oversee the continuous improvement processes regarding cost, quality, and delivery to enhance customer satisfaction.
  • Coordinate updates of technical information to SAP, Citrix, and Customer Resolution Portal (CDR).
  • Provide assistance to the Technical Services Departments / Warranty Centers as needed.
  • Conduct various database input and retrieval tasks related to Return Authorizations and Warranty Claim Tracking.
  • Manage the Warranty Replacement Program and the flow meter repair initiative.
  • Offer Out of Warranty Repair Estimates (investigating product costs and labor for rebuilding when necessary).
  • Dismantle and evaluate Hydraulic Technologies products (Power Team, Stone, Bolting, & Hytec).
  • Administer policies and procedures promptly and consistently to maintain high employee morale.
  • Exemplify and promote the HT Leadership Standards to foster an environment that empowers individuals to achieve business objectives.

EDUCATION AND EXPERIENCE REQUIREMENTS

Mandatory

  • Proficient in reading, writing, speaking, and understanding English.
  • A minimum of 6 months of assembly experience using hand tools and interpreting assembly and machining blueprints.
  • At least one year of experience in hydraulic and electrical assembly within a manufacturing setting.
  • Competent in utilizing SAP and other software applications.
  • Comfortable communicating with HT Customer Service, HT Product Management, Quality, and Customers.
  • High school diploma or equivalent.

Preferred

  • College diploma or equivalent.
  • Previous experience as a Team Leader in a Manufacturing Environment.
  • Experience in Customer Service.
  • Knowledge of Lean Manufacturing principles (5S, Process Flow, Data Collection).

BENEFITS OFFERED:

  • Competitive Salary and Bonus Opportunities.
  • Medical, Dental, and Vision Insurance Plans.
  • Life Insurance Coverage.
  • Retirement Savings Plans with Company Contributions.
  • Generous Vacation and Floating Holiday Policies.
  • Full-Time Positions with Comprehensive Benefits.
  • Professional Development Opportunities.
  • Tuition Reimbursement Program.
  • Matching Charitable Contributions Program.
  • Parental Leave and Adoption Assistance.
  • Resources for Mental and Physical Wellbeing.

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