Service / Warranty Facilitator
Mason, OH Mason, OH Full-time Full-time $70,000 - $95,000 a year $70,000 - $95,000 a year 3 days ago 3 days ago 3 days ago JOB DESCRIPTION for Service and Warranty Facilitator JOB TITLE DEPARTMENT Service and Warranty Facilitator Aftermarket IMMEDIATE SUPERVISOR JOB CLASS Division President, Aftermarket Exempt DATE OF LAST REVIEW BY HR EEO CLASSIFICATION 3/4/2016 Professionals JOB SUMMARY The Service and Warranty Facilitator's primary role is to interface directly with customers, suppliers, divisions, and field staff to meet their needs for replacement parts, order status, scheduling of services, warranty claims, and requests for quotes.
Responsibilities include:
Collecting all Aftermarket time, expense, and material data from both the office and field staffs for prompt submittal for warranty documentation.
Receiving all service calls for MCI service requests and arranging for service through the service provider network and maintaining all records.
Assisting customers, service contractors and field service technicians seeking technical advice and or documentation to resolve field issues with installation, repair, and maintenance.
Coordinating with Armor Metal Group divisions as required to identify corrective actions required and to ensure on time accurate deliveries.
Processing and monitoring all customer warranty claims and RMA's Return Material Authorization).
Ensuring warranty claims and returns balance.
Qualifying warranty status of all customer and Armor Metal Group initiated warranty requests prior to initiating order.
Once warranty is qualified initiates parts and service orders in most cost-effective manner.
Maintaining warranty records and provides warranty measurements to management.
Exercising sound judgment and discretion in determining appropriate corrective action Collecting, analyzing, and reporting on Aftermarket performance metrics.
Ensuring all orders are processed to customer commitment.
Collecting, analyzing, and reporting Aftermarket reports and warranty claim statistics.
Maintaining ISO procedures and develop and implement new procedures as needed.
Providing backup detail as required for billing, warranty, and employee activities.
Actively logging, monitoring, and processing actions required to ensure prompt problem resolution, corrective actions for continuous process improvement.
Collaborating with Field Service and Installation Managers to qualify and manage service contractors as required to support Armor Metal Group divisions.
Provide daily proactive customer and department communications to ensure timely processing of orders as well as to generate new business PRINCIPAL CONTACTS INSIDE/OUTSIDE THE COMPANY This position interacts with customers, suppliers, service contractors, and all Armor Metal Group divisions.
COMPETENCY OR POSITION REQUIREMENTS Must have a valid US issued driver's license with a safe driving record (2 points or less) Must bring a keen sense of urgency to work daily to provide exceptional customer satisfaction Strong leadership, team building, and management skills Ability to manage multiple tasks and demonstrate sound organizational skills Ability to assess situations and formulate Corrective Actions as required Ability to communicate clearly and concisely, both orally and in writing.
A strong understanding of manufacturing processes and ability to track and expedite orders through manufacturing system Proficient at initiating and compiling departmental metrics and data Must be capable of working with minimum to no direct supervision.
Will work overtime as required to meet customer expectations All Armor employees are also expected to demonstrate Armor's core values of being:
Customer-Focused Passionate about Work Solution-Oriented Driven by Integrity EDUCATION AND/OR EXPERIENCE High school degree is required.
4 or more years hands on experience working within manufacturing facilities, including direct customer field service interface EQUIPMENT USED The SWF is expected to be proficient in all phases of data acquisition and reporting including Microsoft Office, Excel, Outlook, PowerPoint, and CRM programs.
WORKING AND PHYSICAL CONDITIONS Primarily the SWF will work indoors under in an office setting.
Individual will be required to spend time with the equipment on the shop floor prior to shipment.
This position requires sitting, standing, kneeling, and bending on a regular basis Job Type:
Full-time Pay:
$70,000.
00 - $95,000.
00 per year
Benefits:
Flexible schedule Experience level:
4 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Ability to commute/relocate:
Mason, OH 45040:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person Collecting all Aftermarket time, expense, and material data from both the office and field staffs for prompt submittal for warranty documentation.
Receiving all service calls for MCI service requests and arranging for service through the service provider network and maintaining all records.
Assisting customers, service contractors and field service technicians seeking technical advice and or documentation to resolve field issues with installation, repair, and maintenance.
Coordinating with Armor Metal Group divisions as required to identify corrective actions required and to ensure on time accurate deliveries.
Processing and monitoring all customer warranty claims and RMA's Return Material Authorization).
Ensuring warranty claims and returns balance.
Qualifying warranty status of all customer and Armor Metal Group initiated warranty requests prior to initiating order.
Once warranty is qualified initiates parts and service orders in most cost-effective manner.
Maintaining warranty records and provides warranty measurements to management.
Exercising sound judgment and discretion in determining appropriate corrective action Collecting, analyzing, and reporting on Aftermarket performance metrics.
Ensuring all orders are processed to customer commitment.
Collecting, analyzing, and reporting Aftermarket reports and warranty claim statistics.
Maintaining ISO procedures and develop and implement new procedures as needed.
Providing backup detail as required for billing, warranty, and employee activities.
Actively logging, monitoring, and processing actions required to ensure prompt problem resolution, corrective actions for continuous process improvement.
Collaborating with Field Service and Installation Managers to qualify and manage service contractors as required to support Armor Metal Group divisions.
Provide daily proactive customer and department communications to ensure timely processing of orders as well as to generate new business Must have a valid US issued driver's license with a safe driving record (2 points or less) Must bring a keen sense of urgency to work daily to provide exceptional customer satisfaction Strong leadership, team building, and management skills Ability to manage multiple tasks and demonstrate sound organizational skills Ability to assess situations and formulate Corrective Actions as required Ability to communicate clearly and concisely, both orally and in writing.
A strong understanding of manufacturing processes and ability to track and expedite orders through manufacturing system Proficient at initiating and compiling departmental metrics and data Must be capable of working with minimum to no direct supervision.
Will work overtime as required to meet customer expectations All Armor employees are also expected to demonstrate Armor's core values of being:
Customer-Focused Passionate about Work Solution-Oriented Driven by Integrity High school degree is required.
4 or more years hands on experience working within manufacturing facilities, including direct customer field service interface Primarily the SWF will work indoors under in an office setting.
Individual will be required to spend time with the equipment on the shop floor prior to shipment.
This position requires sitting, standing, kneeling, and bending on a regular basis Flexible schedule 4 years Day shift Monday to Friday In-person Mason, OH 45040:
Reliably commute or planning to relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities include:
Collecting all Aftermarket time, expense, and material data from both the office and field staffs for prompt submittal for warranty documentation.
Receiving all service calls for MCI service requests and arranging for service through the service provider network and maintaining all records.
Assisting customers, service contractors and field service technicians seeking technical advice and or documentation to resolve field issues with installation, repair, and maintenance.
Coordinating with Armor Metal Group divisions as required to identify corrective actions required and to ensure on time accurate deliveries.
Processing and monitoring all customer warranty claims and RMA's Return Material Authorization).
Ensuring warranty claims and returns balance.
Qualifying warranty status of all customer and Armor Metal Group initiated warranty requests prior to initiating order.
Once warranty is qualified initiates parts and service orders in most cost-effective manner.
Maintaining warranty records and provides warranty measurements to management.
Exercising sound judgment and discretion in determining appropriate corrective action Collecting, analyzing, and reporting on Aftermarket performance metrics.
Ensuring all orders are processed to customer commitment.
Collecting, analyzing, and reporting Aftermarket reports and warranty claim statistics.
Maintaining ISO procedures and develop and implement new procedures as needed.
Providing backup detail as required for billing, warranty, and employee activities.
Actively logging, monitoring, and processing actions required to ensure prompt problem resolution, corrective actions for continuous process improvement.
Collaborating with Field Service and Installation Managers to qualify and manage service contractors as required to support Armor Metal Group divisions.
Provide daily proactive customer and department communications to ensure timely processing of orders as well as to generate new business PRINCIPAL CONTACTS INSIDE/OUTSIDE THE COMPANY This position interacts with customers, suppliers, service contractors, and all Armor Metal Group divisions.
COMPETENCY OR POSITION REQUIREMENTS Must have a valid US issued driver's license with a safe driving record (2 points or less) Must bring a keen sense of urgency to work daily to provide exceptional customer satisfaction Strong leadership, team building, and management skills Ability to manage multiple tasks and demonstrate sound organizational skills Ability to assess situations and formulate Corrective Actions as required Ability to communicate clearly and concisely, both orally and in writing.
A strong understanding of manufacturing processes and ability to track and expedite orders through manufacturing system Proficient at initiating and compiling departmental metrics and data Must be capable of working with minimum to no direct supervision.
Will work overtime as required to meet customer expectations All Armor employees are also expected to demonstrate Armor's core values of being:
Customer-Focused Passionate about Work Solution-Oriented Driven by Integrity EDUCATION AND/OR EXPERIENCE High school degree is required.
4 or more years hands on experience working within manufacturing facilities, including direct customer field service interface EQUIPMENT USED The SWF is expected to be proficient in all phases of data acquisition and reporting including Microsoft Office, Excel, Outlook, PowerPoint, and CRM programs.
WORKING AND PHYSICAL CONDITIONS Primarily the SWF will work indoors under in an office setting.
Individual will be required to spend time with the equipment on the shop floor prior to shipment.
This position requires sitting, standing, kneeling, and bending on a regular basis Job Type:
Full-time Pay:
$70,000.
00 - $95,000.
00 per year
Benefits:
Flexible schedule Experience level:
4 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Ability to commute/relocate:
Mason, OH 45040:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person Collecting all Aftermarket time, expense, and material data from both the office and field staffs for prompt submittal for warranty documentation.
Receiving all service calls for MCI service requests and arranging for service through the service provider network and maintaining all records.
Assisting customers, service contractors and field service technicians seeking technical advice and or documentation to resolve field issues with installation, repair, and maintenance.
Coordinating with Armor Metal Group divisions as required to identify corrective actions required and to ensure on time accurate deliveries.
Processing and monitoring all customer warranty claims and RMA's Return Material Authorization).
Ensuring warranty claims and returns balance.
Qualifying warranty status of all customer and Armor Metal Group initiated warranty requests prior to initiating order.
Once warranty is qualified initiates parts and service orders in most cost-effective manner.
Maintaining warranty records and provides warranty measurements to management.
Exercising sound judgment and discretion in determining appropriate corrective action Collecting, analyzing, and reporting on Aftermarket performance metrics.
Ensuring all orders are processed to customer commitment.
Collecting, analyzing, and reporting Aftermarket reports and warranty claim statistics.
Maintaining ISO procedures and develop and implement new procedures as needed.
Providing backup detail as required for billing, warranty, and employee activities.
Actively logging, monitoring, and processing actions required to ensure prompt problem resolution, corrective actions for continuous process improvement.
Collaborating with Field Service and Installation Managers to qualify and manage service contractors as required to support Armor Metal Group divisions.
Provide daily proactive customer and department communications to ensure timely processing of orders as well as to generate new business Must have a valid US issued driver's license with a safe driving record (2 points or less) Must bring a keen sense of urgency to work daily to provide exceptional customer satisfaction Strong leadership, team building, and management skills Ability to manage multiple tasks and demonstrate sound organizational skills Ability to assess situations and formulate Corrective Actions as required Ability to communicate clearly and concisely, both orally and in writing.
A strong understanding of manufacturing processes and ability to track and expedite orders through manufacturing system Proficient at initiating and compiling departmental metrics and data Must be capable of working with minimum to no direct supervision.
Will work overtime as required to meet customer expectations All Armor employees are also expected to demonstrate Armor's core values of being:
Customer-Focused Passionate about Work Solution-Oriented Driven by Integrity High school degree is required.
4 or more years hands on experience working within manufacturing facilities, including direct customer field service interface Primarily the SWF will work indoors under in an office setting.
Individual will be required to spend time with the equipment on the shop floor prior to shipment.
This position requires sitting, standing, kneeling, and bending on a regular basis Flexible schedule 4 years Day shift Monday to Friday In-person Mason, OH 45040:
Reliably commute or planning to relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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