Technical Service Warranty Representative
1 day ago
Position Purpose:
Lead the administration, reporting and interpretation of warranty claim data. Interface directly with the OEM customers to review & resolve any warranty claims or trends. Support warranty, vendor recovery, and service programs to enhance our products in the field.
Essential Functions:
- Process warranty claims in a timely manner (30 days from receipt). Ensure timely payment of warranty claims to OEM's. Provide warranty coverage support to external (and internal) customers via various communications.
- Maintain a data base warranty program to track, update, and gather detailed information regarding accuracy for our product performance, with special emphasis on the Hendrickson Truck product line. Prepare reports to track product performance with regards to volume and budget.
- Analyze warranty data and identify, document, and communicate warranty trends and provide information to appropriate departments. Facilitate coordination of communications among various departments such as Engineering, Purchasing, Production, and Sales to resolve warrantable issues and to facilitate continuous improvement of product quality and reduce warranty expense.
- Conduct failure analysis on returned warranty parts to validate warrantable claims. Provide suppliers with failed components and initiate failure analysis dialog with suppliers to facilitate vendor recovery.
- Build customer relations with OEM warranty personnel including periodic warranty reviews, phone contact and trips to OEM's to further establish and maintain communication in the warranty department.
- Facilitate the 8D process with respect to product failures occurring in the warranty time frame as necessary to resolve product problems.
- Travel and investigate claims as needed to diagnose and resolve warranty related issues by providing product support via appropriate cross-functional departments to incorporate corrections into production.
- Bachelor's degree preferred, associate's degree or equivalent experience required.
- Excellent oral and written communication skills. Background in verbal and a heavy emphasis on written communication with customers and sales personnel.
- Experience in warranty programs and vendor recovery.
- Experience in failure analysis.
- Experience in Excel and Statistics.
- Experience in training of customers and company personnel concerning warranty and vendor recovery.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.
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