Develop, implement and coordinate all quality & warranty activities including vendor accountability, internal KPI cross departmental quality efforts, and field service campaign management. Requires a highly organized and methodical approach in warranty claim management, dealer warranty management and product reliability initiatives. Must be able to build and manage customer relationships in providing world class customer service.
Primary Duties and Responsibilities
Answer incoming phone calls, providing assistance to customers and dealers.
Drive Quality & Reliability initiative throughout all departments.
Utilize strong negotiating abilities to develop process for holding vendors accountable through documentation of quality and submitted as received, dollar reimbursement.
Assist in the development of operator, maintenance and service manuals.
Coordinate issuance of Service Bulletins with Technical Publications and follow up on completion of said work.
Provide information on problems incurred and recommendations for changes to prevent reoccurring problems (Product Improvement Report and/or Corrective Action Request.
Responsible for the administration of all warranty claims and policy adjustment credits as related to field problems.
Develop, create, manage and organize monthly warranty reports.
Prepare various reports for KPI President and Astec Corporate. This will entail working fluently in Word, Excel, and PowerPoint to create documents, spreadsheets, graphs, charts, etc.
Provide method and solution for correction of field problems and provide technical engineering data as requested by field service representatives and distributor/customer representatives.
Maintain complete files on distributor organization in relation to field problems, warranty claims and technical data.
Provide accurate data for evaluation by Engineering and Manufacturing Departments for immediate solution to correct field service areas.
Provides follow up on field service action items from service reports and calls customer to ensure problems has been resolved.
Provide assistance in development and keeping current a database of most frequently asked questions and formulate answers so all personnel can retrieve answers quickly.
All other duties as assigned.
Ability to manage stressful situations which include irate and/or dissatisfied customers, dealers, etc.
Occasionally visit environments which include heavy industrial settings, quarry/pit locations, and construction sites with associated pollutants and noise level.
Education/Experience: High school diploma required. An Associate’s or Bachelor’s degree in business desired, or at least five years of experience in the aggregate or heavy equipment industry, or a combination of experience and training that provides the required knowledge, skills, and abilities.
Excellent negotiation skills.
Strong mechanical knowledge and aptitude.
Very strong organizational skills.
Ability to manage personnel and provide organized approach to all duties.
Strong computer and general office equipment skills.
Ability to work well with others and demonstrate good oral and written communication skills.
Willing to travel by air and auto.
Must have a valid driver’s license.
Must be able to obtain a passport if necessary.
Must have financial means to travel when required. Approved expenses will be reimbursed.
Required to carry $100,000/$300,000 liability insurance coverage on any personal vehicle used for company business.
This description is intended as a guide only. The listed duties may be changed at the discretion of the incumbent’s supervisor.