Warranty and Support Specialist

You will be part of

Hiab offers a variety of different career possibilities for different backgrounds and ambitions, so whatever your passion is, we may just have the job for you! We want to bring in new expertise and fresh ideas, while providing our existing employees with new and interesting career opportunities. Your talent, experience and passion may just be what we seek or need to shape the future of Hiab and our industry. We offer as well:

• Employees First way of life: all of us should experience Easiness, Empowerment and Excellence every day at work
• Comprehensive benefit package including; health, vision, dental, voluntary life/disability insurance upon first day of employment
• 401k program with 6% company match
• Personal time off and company-paid holidays
• Opportunities for career growth and competitive salary commensurate with experience
• Paid training
• Company mentoring program
• Tuition reimbursement for job-related continued education
• Referral Program
• You may also be provided with a company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business

Purpose of the position

Responsible for the comprehensive management of the warranty program. Perform data analysis to identify trends and provide recommendations to improve program and reduce number and cost of claims.

Main tasks and responsibilities

• Responsible for full scope of warranty claims including investigations, adjudication, disputes, settlements, resolution and documentation
• Support internal and external customers, sales and customer service representatives, field technicians, distributors, and installers with technical support and warranty related issues
• Handle customer service requests regarding warranty including product inquiries, price quotes, return credits, and claim management
• Circulate monthly warranty claims activity meeting with Quality, Engineering, Production, Sales and Sourcing management teams to review product issues and data to identify areas for product design improvements or change
• Warranty order entry
• Analyze trends and identify reoccurring issues and provide data to improve products and reduce warranty (PLC)
• Participate in monthly PLC meeting
• Create and distribute monthly and year end warranty activity reports including key incidents, warranty cost per unit data, failure mode analysis and summarize data to help identify common problems that need to be addressed via design, process, or manufacturing change
• Collaborate with accounting department on accrual amounts and financial reserve estimates
• Responsible for “Customer Delivery Interruption” (C.D.I.) key performance reporting structure identifying product or process problems impacting customer deliveries
• Build and maintain strong customer relationships, attend quarterly policy reviews and streamline workflows with key accounts
• Accountability for RMA’s
• Manage warranty campaigns, product improvement, field service initiatives, create and distribute service bulletins 

What you’ll need to succeed

Education:

• Bachelor’s degree in relevant field required

Working experience:

• At least 5 years of experience in warranty role
• Proven track record of process management and process improvement
• Experience in working closely with partners and customers with focus on adding value to their business by managing warranty claim process and creating solutions
• Data analytics and quantitative reporting

Skills and competencies:

• Strong technical competency and mechanical aptitude
• Relationship management, customer service, conflict resolution and problem solving skills
• Effective communication and interpersonal skills

Personal attributes or qualities:

• Result-oriented and fact-based
• Self-driven and determined
• Team-player
• Cooperative
• Trustworthy

Interested to join?

If you are excited about this opportunity, please submit your Resume/CV today for consideration!

HIAB USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic. All employment decisions, including recruitment, hiring, and training, are based on merit, qualifications, and business needs.

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