Service and Warranty Co-op

American Battery Solutions•Lake Orion, MI

1d•Onsite

About The Position

The Service and Warranty Co-op is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the American Battery Solutions (ABS) customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. This individual will work closely with our prototype and production engineering manufacturing teams, as well key suppliers, and the validation/testing teams. American Battery Solutions Inc. (“ABS”) is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu’s 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business. As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. We pride ourselves on developing a diverse team of next generation battery experts.

Requirements

Undergraduate student pursuing a degree in business, engineering, or a related field.
Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
Highly collaborative with a genuine passion for customer service.
Excellent analytical, communication, and presentation skills.
Strong interpersonal skills to collaborate with team members on all levels of the organization.
Highly organized and detail oriented.
Ability to work in a dynamic start-up environment where initiative and ownership is a must.
Assertive, and not afraid to share their opinion.
Must be able to work between 15-29 hours per week.
Must possess and maintain a minimum of 3.0 GPA.
Must fulfill 24 credit hours in one calendar year.

Nice To Haves

Previous experience in Customer Service or Warranty in an automative or manufacturing environment preferred.

Responsibilities

Work with Director, Service and Warranty to negotiate and align on post-production Service and Repair Process/Return Material Authorization (RMA) Process specific to project/customer.
Assist in managing assigned customer accounts by processing service orders, addressing customer and service inquiries.
Serve as first line of support for ABS customers; troubleshooting, as necessary.
Work closely with the Service and Warranty team to identify and address open customer service requests.
Collect and document key customer requirements for project and process improvement efforts.
Utilize internal tools to capture complaint entries, price requests, and call reports.
Coordinate with the logistics team for shipping and receiving of ABS products.
Assist in managing customer accounts within the RMA process.
Assist in managing customer accounts within warranty process.
Assist in implementing warranty processes and tracking, including process flow diagrams and call center scripts.
Assist in implementing systems and tools including web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
Adhere to federal and state regulations.
Adhere to all company policies, processes, and procedures.
Performs other duties as requested, directed, or assigned.
Predictable and reliable attendance.