Warranty Technician

I. SUMMARY:

Provide accurate and prompt technical analysis on customer warranty claims and complaints. The warranty technician will ensure the feedback of the analysis is communicated to all stakeholders in a timely manner and that claims are processed in a timely manner.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Primary job duty is to diagnose, troubleshoot and recommend field repairs for warranty claims and complaints

· Provide quality customer service according to product support procedure.

· Assist customers with any inquiry they may have regarding warranty claims and complaints.

· Under minimal supervision, provide technical support to ISRINGHAUSEN’s customer base on a variety of warranty-related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.

· Prepares failure analysis briefs to support warranty claim decisions

· Notifies customer and designated personnel of failure analysis results, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer's account, or adjustment of customer's bills.

· Submit credit and debit memos, blue sheets and other documentation needed to process accepted warranty claims

· Recommends to management improvements in product, manufacturing process, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature.

· Monitors customer warranty portals; enters information into computer/portals to create computerized records

· Additional duties as needed and assigned.

III. SUPERVISORY RESPONSIBILITIES:

None

IV. QUALIFICATIONS:

· Good mechanical aptitude and ability to work with power tools. Need to be able to build / tear down an automotive seat.

· Ability to work with Microsoft Word, Excel, PowerPoint, web browsers and basic computer skills.

· Analytical thinking to assist with root-cause analysis.

· Effective communication and negotiation skills to interact with the customer.

· Ability to read, analyze, and interpret general business correspondence or technical procedures.

V. EDUCATION AND/OR EXPERIENCE:

· High school graduate or GED equivalent.

· Experience in Automotive Manufacturing – 2 Years

· Prior experience working in Warranty Department – Preferred

VI. LANGUAGE SKILLS:

Excellent oral and written communication skills required.

VII. MATHEMATICAL SKILLS:

Basic math skills.

VIII. REASONING ABILITY:

Displays the willingness to make decisions and exhibits sound and accurate judgement.

IX. PHYSICAL DEMANDS: Ability to lift 50-75lbs occasionally. Ability to walk, stand, kneel and sit for extended periods.

**The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

X. WORK ENVIRONMENT:

Production floor