POSITION SUMMARY

The Warranty Specialist reports to the GM of Aftermarket Services and coordinates the warranty activities of the Aftermarket Services department. The primary focus is providing excellent client service in a fast-paced environment. Primarily responsible for warranty claim management with an emphasis on warranty logistics. The position involves fielding most warranty questions from clients and applies experience and judgment in the interpretation and application of guidelines established by the General Manager of Aftermarket Services.  Issues of major impact or complexity are researched and presented to management or referred to the appropriate internal experts for resolution.  Some typical client inquiries include but are not limited to: Warranty claim status, part discrepancies, warranty part information, and warranty part delivery.

ESSENTIAL FUNCTIONS

• Analyzes reports daily giving details of complaints and warranty claim status.
• Summarizes and analyzes warranty claims and labor hour reports on a weekly basis for management review
• Run warranty report of failed parts with historic data to be presented to key stakeholders for assessment of trending data.
• Works with accounting department to request warranty charge numbers and approve payment of invoices
• Prepare client correspondence and meetings as required.
• Works with manufacturing and shipping to coordinate warranty part replacement, repair, and return to vendor
• Works with engineering to determine viability of claim and/or to provide a fix or part numbers
• Works with purchasing to order replacement parts and follow up on delivery of parts
• Works with item control to demand warranty replacement parts for purchase or production
• Works with Project Management and clients to discuss projects that are being placed in warranty and any details that the job entails, i.e. punch list items, areas of concern, point of contact, warranty period, system being placed into warranty and warranty processes.
• Build rapport with internal and external clients and suppliers.
• Assist with Spare Part Orders as needed
• Answer incoming Daifuku HQ calls, triage calls, and dispatches to appropriate groups.
• This position requires availability to travel; Travel time would be less than 50% with travel to client locations and alternative Daifuku facilities including Northern Michigan for job duties.
• Other duties as assigned

BASIC QUALIFICATIONS

• Associate’s degree or equivalent work experience in a client service capacity.
• Fluent in English, verbal and written in addition to local language.
• Two to three (2-3) years of client service experience required
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service — Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

PREFERRED QUALIFICATIONS

• Bachelor’s degree preferred
• Experience in resolving escalated client service issues required
• Experience in a fast-paced environment

ADDITIONAL SKILLS & ABILITIES

• Extraordinary organization skills, able to manage priorities and workflow.
• Extremely detail oriented with the ability to keep focused on the goals of the department, demonstrates accuracy and thoroughness, and monitors own work to ensure quality.
• Administrative proficiency; multi-tasking ability.
• Must have excellent listening skills and the ability to work independently and with a team.
• Exceptional service orientation toward client and sales staff.
• Excellent oral and written communication skills.
• Friendly, articulate communication style.
• Ability to build client relationships and provide client service
• Excellent problem resolution – ability to resolve problems in a timely manner, gather and analyze information skillfully and maintain confidentiality.
• Time management skills, including punctuality for on-time attendance

• Time Management — Managing one's own time and the time of others.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Verbal and Written Expression and Recognition — The ability to listen to, understand and communicate information and ideas presented through spoken or written words and sentences.

Computer Skills:

• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

• Working knowledge of Salesforce, CRM and CMMS.

Other Requirements:

• Must be able to read, write, speak and understand English.
• Maintain a valid driver’s license and be insurable under Daifuku’s insurance policy.

PHYSICAL DEMANDS

Other Physical Requirements:

Remain stationary for 50% of the time; move/traverse throughout the office to access file cabinets and office equipment; operate a computer and other productivity machinery; inspect documents; communicate with others through talking/hearing; read/identify/assess forms and correspondence.

• This position includes periods of telephone-intensive work and may require sitting for long periods of time.
• Must be able to perform the essential functions of the position

• Vision (Near, Distance) 

WORK ENVIRONMENT

• Office environment in a controlled atmosphere building.

Daifuku site environments, including but not limited to airport ramp surfaces, BHS systems, GSE shops, factories, plants and E-Commerce distribution centers.