ESSENTIAL FUNCTION OF THE POSITION
The Warranty Administrator is responsible for initiating, troubleshooting, and managing warranty activities in accordance with company policies on Towmaster products and parts. The Warranty Administrator is responsible for timely follow-up on customer concerns and warrantable resolutions. The Warranty Administrator will work closely with the Sales team to promote mutually beneficial outcomes for Towmaster and its customers. The Warranty Administrator will regularly interface with Quality, Operations, Materials and Engineering departments to drive improvements and corrective actions to customer issues. The Warranty Administrator will be actively involved in the analysis of returned products and parts to assist with root cause identification and resolution. The Warranty Administrator will need to work alongside vendor representatives to coordinate warranty activities regarding purchased products.
WORK ENVIRONMENT:
This individual spends most of the time in an office environment but will occasionally need to be out on the production floor and outside storage areas. There will be some occasions where customer on-site visits will be necessary, which will include travel by various means and potential overnight stays. While performing the duties of this job the employee is occasionally exposed to moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles. The employee is occasionally exposed toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat; risk of electrical shock; and vibration. The noise levels in the various environments may require hearing protection.
This position involves occasional standing, walking, climbing and use of balance. The employee will primarily sit, answer and place phone calls. Occasionally stoop, kneel, crouch and crawl.
POSITION ACTMTIES AND JOB TASKS:
- Field customer calls regarding customer concerns and log occurrences.
- Initiate and direct troubleshooting activities to identify issues and potential repairs.
- Authorize warranty repairs and ensure work is performed in accordance with warranty policies.
- Work with Engineering on developing repair parts and processes as needed.
- Initiate Vendor contact and manage follow up credits for Vendor managed warranty items.
- Manage warranty claims from initial contact through claim payment.
- Documents, Analyze and report warranty activity to Towmaster stakeholders.
- Lead activities in the documentation and publication of standard processes and procedures.
- Drive problem solving activities from collected data utilizing cross functional teams and formalized methods.
- Assures compliance with appropriate safety practices and procedures and with applicable Federal, State and local codes, OSHA regulations and requirements.
- An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Knowledge of raw materials, production processes, quality system, costs, and other techniques for maintaining
- and improving quality.
- Strong knowledge of mechanical, electrical, and hydraulic operations.
- High level of proficiency with Microsoft Office products.
- Ability to work through problems with customers and create win/ win results for customer and company.
- Problem Solver utilizing various methodologies and collaborative team approaches.
- Ability to understand and operate all safety equipment in the area.
- Attention to detail.
- Communicate effectively with tact and diplomacy both orally and in writing.
- Work independently with little direction.
- Meet schedules and timelines.
- Maintain routine records.
- Ability to read blueprints.
POSITION CHARACTERISTICS:
Supervisory Responsibilities:
- No supervisory responsibilities.
Education:
- B.S. ofB.A, Degree or equivalent a plus
- Two year technical degree in machining, fabrication, welding or similar industry and/or equivalent combination of education and experience.
Experience:
- Minimum of 5 years of manufacturing, operations or automotive experience.
- Demonstrated knowledge and application of complex blueprint reading, technical procedures, or government regulations.
- Demonstrated knowledge and application of project management practices. Demonstrated knowledge of problem solving and corrective action activities. Demonstrated knowledge of customer interface and successful negotiations. Demonstrated knowledge of report writing and effective group presentations. Demonstrated knowledge of intermediate math calculations including basic algebra and geometry.
- Demonstrated knowledge and application reasoning skills. Data collection, analysis and development of conclusions using abstract and concrete variables.
Certification/Licensure:
Computer Skills:
- Manufacturing Software, Microsoft Office Products
Hazards:
- PPE: the company provides Personal Protective Equipment as required by OSHA, including hearing, eye, head, hand, and foot protection, as required.
- Working with sharp materials.
- Fumes and exposure to chemicals associated within the welding department. Utilize Teams, jib, and overhead cranes to assist with heavy lifting and support preparing/loading trucks.
Salary and Benefits:
- Competitive Wage
- 401K with Company Match Health Insurance
- Vision and Dental Insurance Life and Disability Insurance Flexible Spending
- Paid Time Off Paid Holidays
- Uniform Rental Program
- Safety Boot Reimbursement Program
ADDITIONAL RESPONSIBILITIES:
This description reflects the principal functions of the job for purpose of job evaluation. It should not be construed as a detailed description of all work requirements of the job nor shall be construed as giving exclusive responsibility for every function described.
EEO Statement: Towmaster is an Equal Oppornnity employer and an Affirmative Action Employer. We celebrate diversity and are
committed to creating an inclusive environment for all employees.