VT Industries, Inc., is North America’s leading manufacturer of architectural wood doors for commercial and residential applications, the largest post-form laminate countertop manufacturer in the United States, as well as a leading source for butcher block countertops and other architectural wood products. VT is a family-owned company that offers a dynamic work environment and continues to invest in state-of-the-art manufacturing equipment and processes, as well as growth and development opportunities for its team members. The company’s three divisions serve customers from fifteen manufacturing facilities strategically located throughout the U.S. and Canada.

Position Description

Overall Responsibilities:

The position requires the ability to understand, resolve, and process claims submitted by customers for VT’s Heritage Collection product line. Requires working hand in hand across CSC, Production, and Sales departments for investigation and reporting.

Essential Job Functions:

Position Requirements

• Receive, investigate, and maintain reports on production claims and warranty issues for an assigned region of the country
• Provides Technical Assistance to CSC, Manufacturing, Customers, Sales Representatives and Architects
• Assist in resolving issues by working through internal processes
• Resolves claim issues by determining which party is responsible for the claim
• Coordinates field-fix or replacement resolution
• Coordinates the field repair between the repair person and customer
• Ensures that information and supplies needed for the repair is sent and payment is coordinated
• Processes warranty claim replacements and involves the sales representative
• Able to use negotiating skills in resolving claim issues
• Follows up on unresolved claims
• Maintains excellent communication with production, customer service and the customer
• Provides customer support by providing LEED documentation, product information, and technical information
• Has a good understanding of VT product offering, construction, labeling, and hardware restrictions
• Provides website support by directing internal and external customer to the location of technical information
• Sends customers product update information
• Provides CDN accounting support by processing payment or credit
• Types letters and other correspondence as required
• Supports 5S/lean program keeping work area organized
• Available to work 8 to 10 hours as required, 5 days per week.
• Observes all safety policies and procedures at all times
• Participates in team meetings
• Works individually or with team members as assigned, maintaining a positive work environment
• Other duties as assigned by supervisor

Qualifications:

• Eager and willing to gain knowledge of door products and processes. Excellent written and verbal communication skills
• Able to apply common sense understanding to carry out instructions in written, oral, or diagram form
• Customer service skills and math skills
• Self-motivated and able to achieve a high level of performance without immediate supervision
• Verbally articulate and has excellent written communication skills
• Be familiar with Excel, Word, PowerPoint and other computer systems
• Able to work quickly and multi-task while adhering to tight deadlines for multiple projects
• Compliant with VT employment policy requirements

Physical Requirements

Tolerance for sitting long periods of time. Possess finger dexterity to write, type, and use a calculator. Maintain adequate vision to view small print and computer terminal. Ability to speak and hear, walk throughout facilities with occasional light lifting (25 pounds), stooping, kneeling, crouching, and reaching with hands and arms required. Ability to travel between multiple facilities as required to perform core job duties. 

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries.