Warranty Leader (Service)

JOB SUMMARY

The Warranty Leader position is focused on supporting and coordinating all factory warranty work requests in the field with a focus on minimizing the resolution cycle for the end customer. The Warranty Leader is responsible for administering the warranty work order process, including order entry, collaborating on planning, scheduling and coordinating the service workflow in the Service group for the applicable Service region, work order management, project closeout inclusive of invoicing and final report submission. This position will be instrumental in administering the warranty work order activities within the service business. This position will perform project closeout activities related to warranty projects to ensure proper work order intake alignment, project documentation, cost validation, revenue recognition alignment, reporting. This position will provide feedback to management on resource and equipment constraints and effective allocation of resource capabilities, as well report and manage to closure all completed projects.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Conducts order review meetings of incoming new orders to verify schedule, material, safety, commercial and customer requirements
• Prepare material requisitions for any required project materials/rentals
• Prepare work order information for regions
• Coordinate internal and external service resources to support factory warranty work orders
• Provide real-time support field crews to eliminate standby / non-productive time by collaborating with PT external quality teams
• Collect and distribute all applicable post job information including trip reports, time sheets, test reports, processing logs, and QA/QC checklists.
• Maintain master work order listing for warranty work orders and supply updates to open order reports
• Provide invoicing notifications to order administrator for completed orders
• Support Operations manager in maintaining capacity model updates for warranty product line support
• Assist Operations manager in critical materials management for recurring warranty claims for rapid response needs (potential inventory supply for non-domestic facilities)
• Maintain work instructions specifically to all warranty processes within service organization

KNOWLEDGE, SKILLS & ABILITIES

• Self-motivated and possess strong influencing, organization, and communication skills along with a keen sense of business with respect to customer service, documentation integrity, administrative accuracy.
• Excellent written and verbal communication skills.
• Expertise in developing customer invoicing with time and materials structure experience.
• Excellent organizational skills with a strong focus on attention to detail.
• Must be a team player with a positive attitude and willing to support other areas of the business.
• Strong interpersonal skills are required to achieve cooperation, negotiate and reach agreement with customers, suppliers, and internal employees.
• Strong business acumen with ability to multi-task and handle multiple projects concurrently to cost effectively meet fixed schedules.
• Knowledge of Power Transformer Field Service operations.

EDUCATION AND EXPERIENCE

Required Education / Experience

• Associates in similar field with additional with 5+ years of previous experience in administrative and cost management environment in a service industry or a minimum of 3-5 years of progressive experience in field service operations (substation related) and/or transformer manufacturing

Preferred Education/Experience

• Bachelor's degree in business, engineering, or related technical field.

ADDITIONAL INFORMATION

Key Working Relationships

Works with other departments (Customers, Field Service Managers, Field Project Managers, FST-Lead Techs, third parties, vendors, staff)