Position: Warranty Specialist Salary Grade: 5

Purpose: Effectively and in a timely manner communicate with customers concerning warranty claims. Determine if claims are covered under OAK warranty documentation and contractual agreements, and coordinate resolution of issues when appropriate.

Roles: Expected behaviors and activities performed to fulfill responsibilities

·Practice and encourage the best safety practices resulting in zero lost time within department.

·Implement and practice effective 5S and participate in regular team 5S audits.

·Set an example of working hard and doing the right things, exhibit energy and positivity.

·Able to successfully complete semi-routine procedures and processes

·Solve issues utilizing problem solving process and prioritizing processes and routines.

·Understand and achieve Reasonable Expectations (REs) for current position and responsibilities (excellent productivity and quality) and participate in regular team process audits.

·Engage in clear, courteous, effective, honest and open communications with team members and others within and outside the company.

·Develop and seek positive relationships; actively participate in regular huddles and goal setting.

Responsibilities: Quantifiable metrics to which a person is held accountable

·Arrive at work and position on time; remain present and engaged the entire assigned shift.

·Able to recognize and document patterns in process and problem solving.

·Participate in regular employee reviews including setting and achieving goals.

·Determine the validity of warranty claims based on OAK warranty guidelines and customer agreements.

·Coordinate with sales and service teams to ensure customer issues are resolved appropriately.

·Record warranty claims appropriately and update progress to the initial claim.

·Continually improves all aspects of the warranty process.

·Create internal orders to resolve customer warranty claims as requested and required.

·Provide all necessary paperwork, requests, and reports, including RGAs, credit requests, and quality data for relevant metrics.

·Ensure warranty related issues are properly resolved, quarantined, and assigned.

·As required, participate in quality audits of OAK processes, systems, and products, and in other quality related projects.

·Accurately calculate cost of quality concerning externally realized quality issues.

Essential qualifications and skills

·High school diploma or General Educational Development (GED) certificate; two year associates degree preferred.

·Proficient computer skills and working knowledge of Microsoft applications.

·Ability to navigate new software effectively and efficiently.

·Excellent communication skills.

·Strong interpersonal skills. Ability to get along with diverse personalities, tactful, mature, and flexible.

·1-2 years customer service and 3-5 years’ experience in a manufacturing environment preferred.

·Ability to remain calm and determined to meet goals.

·Documentation of a current drug screen must be provided prior to start date.