Customer Support and Warranty Manager Garden City, GA

Garden City, GA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

POSITION TITLE: CUSTOMER SUPPORT AND WARRANTY MANAGER

PRINCIPAL RESPONSIBILITIES:

Provide one point of contact for customers during new equipment warranty timeframe. While working in conjunction with Konecranes global warranty teams engineering and sales provide continual updates to New Equipment BU heads.

Track all warranty claims and warranty expirations. Communicate with internal partners for all claims FQIs and costs.
Ensure all assigned open orders are scheduled or tentatively planned on the dispatch board. Ensure effective use of operative labor maximizing direct labor in accordance with company guidelines.
Define material requirements for each service request both planned and on-call.
Generate service requests (SR) and work packages (WP) and assign to field operatives.
Review job costs such as labor expense and materials. Review charge lines of completed work before sending to invoice. Maintain the service schedule for all sold work.
Assist technicians with identification of required repair parts. Procure required materials parts equipment and subcontract labor for work assignments.
Process related paperwork upon completion of work assignments and within the accounting month that the work was performed.
Process Purchase Requests through the system using established guidelines.
Review performance of service jobs to ensure quotations accurately project labor hours travel costs rental costs procured items etc.
Review and approve technicians time tickets as submitted daily for completeness accuracy allocation to the correct job numbers and compliance with company policy.
Attend customer kickoff meetings and installation/deliveries of new equipment within Region Americas.
Resolve customer complaints within established guidelines to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
Oversee routine changes to the open orders as needed. Ensure open orders report reflects the current status of any active service work.
Ensure time entry and expense reports are complete accurate and approved according to company guidelines and that hours are allocated to the appropriate job and are properly classified for each warranty related service job.
Ensure quality control program is administered in accordance with company policy.
Participate in monthly Rush Reporting process.
Follow all established safety rules and procedures including those established by the customer.
Other duties as assigned by supervisor.

Qualifications :

EDUCATION: Technical Associates degree or equivalent required. Bachelors degree preferred.

EXPERIENCE: 2-3 years experience in a technical/support role. Familiarity with overhead cranes and their component parts desired. Prior supervisory and/or leadership experience preferred.

TRAVEL REQUIREMENTS: Domestic and International travel 25%

OTHER REQUIREMENTS:

Must have and maintain a safe driving record including a valid drivers license.
Must be customer-oriented have well-developed interpersonal communication and PC skills and be able to prioritize tasks.
Fluency in Siebel both office and SLIM highly desired
Technical fluency crane brain higly desired
Some level of business acumen profit/loss mentality
*KCN

Additional Information :

What we offer:

Benefits: Medical Plan Dental Vision 401k plan with a match from day one identity theft protection accident insurance travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service 3 weeks. 13 years of service 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters. Konecranes is a global leader in material handling solutions serving a broad range of customers across multiple industries. We consistently set the industry benchmark from everyday improvements to the breakthroughs at moments that matter most because we know we can always find a safer more productive and sustainable way. Thats why with 16 000 professionals in over 50 countries we are trusted every day to lift handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.

Remote Work :

Employment Type :

Full-time

POSITION TITLE: CUSTOMER SUPPORT AND WARRANTY MANAGER PRINCIPAL RESPONSIBILITIES: Provide one point of contact for customers during new equipment warranty timeframe. While working in conjunction with Konecranes global warranty teams engineering and sales provide continual updates to New Equipment B...

POSITION TITLE: CUSTOMER SUPPORT AND WARRANTY MANAGER

PRINCIPAL RESPONSIBILITIES:

Track all warranty claims and warranty expirations. Communicate with internal partners for all claims FQIs and costs.
Ensure all assigned open orders are scheduled or tentatively planned on the dispatch board. Ensure effective use of operative labor maximizing direct labor in accordance with company guidelines.
Define material requirements for each service request both planned and on-call.
Generate service requests (SR) and work packages (WP) and assign to field operatives.
Review job costs such as labor expense and materials. Review charge lines of completed work before sending to invoice. Maintain the service schedule for all sold work.
Assist technicians with identification of required repair parts. Procure required materials parts equipment and subcontract labor for work assignments.
Process related paperwork upon completion of work assignments and within the accounting month that the work was performed.
Process Purchase Requests through the system using established guidelines.
Review performance of service jobs to ensure quotations accurately project labor hours travel costs rental costs procured items etc.
Review and approve technicians time tickets as submitted daily for completeness accuracy allocation to the correct job numbers and compliance with company policy.
Attend customer kickoff meetings and installation/deliveries of new equipment within Region Americas.
Resolve customer complaints within established guidelines to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
Oversee routine changes to the open orders as needed. Ensure open orders report reflects the current status of any active service work.
Ensure time entry and expense reports are complete accurate and approved according to company guidelines and that hours are allocated to the appropriate job and are properly classified for each warranty related service job.
Ensure quality control program is administered in accordance with company policy.
Participate in monthly Rush Reporting process.
Follow all established safety rules and procedures including those established by the customer.
Other duties as assigned by supervisor.

Qualifications :

EDUCATION: Technical Associates degree or equivalent required. Bachelors degree preferred.

EXPERIENCE: 2-3 years experience in a technical/support role. Familiarity with overhead cranes and their component parts desired. Prior supervisory and/or leadership experience preferred.

TRAVEL REQUIREMENTS: Domestic and International travel 25%

OTHER REQUIREMENTS:

Must have and maintain a safe driving record including a valid drivers license.
Must be customer-oriented have well-developed interpersonal communication and PC skills and be able to prioritize tasks.
Fluency in Siebel both office and SLIM highly desired
Technical fluency crane brain higly desired
Some level of business acumen profit/loss mentality
*KCN

Additional Information :

What we offer:

Benefits: Medical Plan Dental Vision 401k plan with a match from day one identity theft protection accident insurance travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service 3 weeks. 13 years of service 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Remote Work :

Employment Type :

Full-time

Key Skills

Fiscal Management
Flooring Installation
Customer Service
Algebra
Computer Skills
Construction Experience
Dealership Experience
Conflict Management
Computer Literacy
Customer relationship management
Geometry
QA/QC

Apply Now

About Company

Konecranes

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills th ... View more

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