Warranty, Parts & Service Specialist

Job Overview:

Generally expected to work as a valued member of the XL Specialized Trailers team. This job will primarily be responsible for maintaining effective customer service in logistics and warranty service for customers of XL Specialized Trailers by utilizing excellent, in-depth knowledge of company products and programs as well as working with team members within the Quality, Sales, Customer Service and Service Center departments.

Essential Duties and Responsibilities:

1. Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation and settling of complaints and claims; following up with customers; personally resolving difficult situations.

1. Resolves warranty claims by approving or denying documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget. Work closely with production to effectively manage the warranty claims scheduled through production.

1. Monitors programs and procedures to ensure on-time delivery, customer satisfaction, sales attainment by registering customer service/warranty calls; tracking response time to resolution; compiling warranty and financial data; tracking service level agreements; generate quotes and register warranties within established procedures.

1. Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends; recommending changes for cost reduction and operational efficiencies.

1. Maintains inter- and intradepartmental work flow by fostering a spirit of cooperation, ensuring all customers have accurate and timely information on order status and/or changes.

1. Conducts analyses to identify improvement opportunities by studying business opportunities, determining expansion of facilities or product lines; evaluating options; recommending courses of action.

1. Maintains safe and clean working environment by complying with procedures, rules and regulations. Wears proper personal proactive equipment.

1. Identifies and anticipates safety and health concerns and hazards by surveying environmental, operational, and occupational conditions.

1. Contributes to team effort by accomplishing relating results as needed.

Ancillary Duties:

1. Assist with the continuous process improvement of XL Specialized Trailers by leading and participating in projects such as lean, 5-S and Kaizen.
2. Perform any other tasks assigned to support and improve the overall operations of the XL Specialized Trailers.

Supervision Received:

Works under broad supervision. The employee is responsible for planning and carrying out the assignment, keeping the supervisor informed of progress and potential problems or future implications.

Responsibility for Public Contact:

Daily contact with customers requiring courtesy, discretion, and sound judgment.

Licensing and Certification:

None required

Education and Experience:

1. Bachelors Degree in Engineering or equivalent experience.
2. Three to five years Customer Service, Technical Sales, or Manufacturing Sales experience.
3. Mechanically inclined

Essential Skills and Experience:

1. Leadership: a demonstrated ability to lead people and get results through others
2. Planning: an ability to think ahead and plan.
3. Management: the ability to organize and manage multiple priorities.
4. Customer service systems development and deployment.
5. Problem analysis and problem resolution at a functional level.
6. Employee training and development.
7. Strong customer orientation.
8. Excellent interpersonal and communication skills.
9. High performance teams and a strong team player.
10. Commitment to company values.
11. Computer proficiency.

Physical Demands:

1. Extended periods of sitting.
2. Ability to routinely lift 20 lbs. and occasionally up to 50 lbs.

Work Environment:

Work is performed both indoors and outdoors.