Position Description:

Lead the day-to-day activity of the warranty department to meet external expectations and internal requirements. This includes coaching and developing individuals, identifying, and implementing improvement areas, and monitoring metrics that lead to decision making. This position is also responsible for working directly with customers who have warranty issues and seeing their claim through the entire warranty process.

Job Responsibilities:

• Lead the warranty team to support and drive Reviva’s competitive advantage.
• Ensure team is administering warranty activities based on the warranty policy as written while understanding customer relationships and being able to determine when a situation needs to be escalated.
• Resolve escalated customer situations as needed.
• Speak directly to customers to quickly identify, diagnose, and discuss repair options to mitigate customer downtime and repair costs. Provide customers with claim status updates.
• Determine if plant inspections are required vs. replacing or repairing in the field.
• Review repair orders and approve expenses to be paid and discuss discrepancies with the customer.
• Communicate with production, engineering and purchasing regarding any issues related to defects in material and/or workmanship.
• Coach and lead all individuals to improve personal performance and optimize organizational effectiveness.
• Maintain data and metrics which trend key areas of the team’s performance and help to make educated decisions.
• Partner with operations to identify opportunities to reduce warranty costs
• Cooperate and integrate with key departments and stakeholders to achieve the right customer experiences while serving Reviva’s organizational objectives.

Qualifications:

• Bachelor’s degree preferred. HS Diploma required.
• Previous experience leading a warranty, service or engine manufacturing and/or repair team.
• Minimum of 2 years technical engine experience, primarily in diesel troubleshooting
• Even tempered with the ability to diffuse upset customers and work with different personality types
• Strong verbal and written communication skills including customer service and phone skills
• Strong computer skills (Excel, Word, email, internet, all-data, etc.)

Physical Demands:

This job requires employees to typically sit at a desk and use hands to type and answer phones while occasionally investigating situations in manufacturing.

Work Environment:

The environment is primarily in an office setting. During certain times it may be necessary to be on the shop floor which is hot and humid in the summer.

Experience

• 2 year(s): Technical engine experience
• Warranty, service, or engine manufacturing

Education

• Bachelors or better