Customer Support and Warranty Manager - Garden City, GA

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, FQI’s, 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 America’s.
• 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 Associate’s degree or equivalent required. Bachelor’s 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 driver’s 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. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.