What are the responsibilities and job description for the Field Service Representative position at Vitro?
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Vitro is a leader in designing, producing and distributing automotive glass. We engage with the world’s most prestigious automotive producers by providing glass products that make vehicles quieter, safer, more durable and more beautiful.
Vitro is currently seeking a Field Service Representative to serve as the primary quality service representative for all major customer locations. This position provides technical service to Vitro Automotive Glass customers, manufacturing locations and staff groups in the process of resolving product quality complaints, coordinating corrective action efforts, and communicating product performance. The incumbent promotes optimum customer relationships and continuous improvement of product and service quality, and performs warranty field investigations in support of customer warranty programs.
This position will require travel, generally occurring between Monday and Thursday, or as need for customer emergencies.
Key Roles and Responsibilities include:
- Prioritize and schedule services for customers over a wide geographic area.
- Maintain and interpret Vitro and/or customer product quality requirements in the field and adhere to Quality Improvement Process principles to support company quality initiatives.
- Establish and maintain a high level of technical assistance to assigned customers through prompt response, investigation and resolution of problems; conduct and report on warranty investigations to provide the technical assistance that meets customer expectations.
- Provide technical assistance to Vitro manufacturing locations and staff groups in the establishment of corrective action plans designed to prevent product non-conformances, improve product reliability and provide for follow-up evaluation and communication.
- Provide prompt and accurate written and oral communication to manufacturing, sales and staff groups regarding VITRO product performance, trends, potential issues and competitor quality performance as it becomes available to allow for sound business decisions through timely information.
- Develop and maintain positive relationships with customers, Vitro manufacturing and staff groups to provide a basis for equitable and mutually satisfactory resolution of quality problems.
- Maintain a high degree of Vitro process/product technology and quality improvement management skills by formal exposure to Vitro manufacturing locations and internal/external seminars or training to continually enhance professional growth and skill level.
Basic Requirements:
- High school diploma or equivalent
- Minimum 7 years experience in Quality Assurance, Manufacturing, or Engineering or other technical discipline
- Proficiency with Microsoft Office suite (Excel, Word, Outlook)
Preferred Requirements:
- Experience working within a glass fabrication facility
- Strong interpersonal skills, including written and verbal skills
- Ability to lead small, multi-functional teams
- Self-driven with a strong attention to detail
- Strong analytical, investigative, and problem solving skills
- Proficient in using statistical tools to analyze quality trends
