Service Engineering and Warranty Supervisor

Electrolux•Miami, FL

14h

About The Position

Manufacturing Permanent Job Description Location: Miami, FL Requirements: Candidate must have 5 years of experience in providing technical support materials for servicing home appliances and/or food preparation products based on factory input. Must have experience in: Coordinating, preparing, and submitting repair and service data to factory teams.; Administrating and continuously updating online service platform with service manuals, parts catalogs, and main control board versions.; Creating a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs.; Building and deploying BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions.; Managing and maintaining TCS CRM database of customer complaints and data for service technicians and factory support teams. Job Duties: Supervise the work service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Maintain records pertaining to parts inventory, service personnel, service and parts orders, supplies, and machine maintenance. Provide technical support materials for servicing home appliances and food preparation products based on factory input. Research, compile, and prepare reports, manuals, correspondence, or other information. Monitor inventory levels and requisition or purchase supplies as needed. Guarantee access to the necessary technical information (Parts Diagrams, Service manuals, service flashes, repair procedures) for the field technicians to perform a fast and efficient repair activity, providing our consumer with an effortless service experience. Create a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs. Produce digital content for technical service support, including service manuals and parts catalogs. Provide tools and processes to ensure that the field service technicians have live support (technical help desk) to resolve repair issues while in the consumer’s home (First visit resolution). Develop troubleshooting and training materials for the contact center staff to provide a first call resolution to consumers and avoid unnecessary technical visits. Continuously update the team and service network with new product releases and their new features. Analyze and present trend reports related to parts compatibility and alternative parts. Plan, present and coordinate an on-site training program for the service network. Administer and continuously update online service platform with service manuals, parts catalogs, and main control board versions. Manage and maintain TCS CRM database of customer complaints and data for service technicians and factory support teams. Build and deploy BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions. Manage and present the quarterly charge-back process to obtain reimbursement from factories as result of failure rates that exceed the agreed limits. Develop an intercompany training and technical content network to obtain the latest product information. Work close to the product team to evaluate new projects (Check points meetings), analyze new components, and make recommendations. Ensure new projects have technical information available before the launch date. Coordinate, prepare, and submit repair and service data to factory teams. and present quality and product performance reports. Recruit, interview, and select employees service engineering and warranty team (warranty audit, service engineering, and business intelligence). #LI-DNI

Requirements

Candidate must have 5 years of experience in providing technical support materials for servicing home appliances and/or food preparation products based on factory input.
Must have experience in: Coordinating, preparing, and submitting repair and service data to factory teams.
Administrating and continuously updating online service platform with service manuals, parts catalogs, and main control board versions.
Creating a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs.
Building and deploying BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions.
Managing and maintaining TCS CRM database of customer complaints and data for service technicians and factory support teams.

Responsibilities

Supervise the work service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Maintain records pertaining to parts inventory, service personnel, service and parts orders, supplies, and machine maintenance.
Provide technical support materials for servicing home appliances and food preparation products based on factory input.
Research, compile, and prepare reports, manuals, correspondence, or other information.
Monitor inventory levels and requisition or purchase supplies as needed.
Guarantee access to the necessary technical information (Parts Diagrams, Service manuals, service flashes, repair procedures) for the field technicians to perform a fast and efficient repair activity, providing our consumer with an effortless service experience.
Create a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs.
Produce digital content for technical service support, including service manuals and parts catalogs.
Provide tools and processes to ensure that the field service technicians have live support (technical help desk) to resolve repair issues while in the consumer’s home (First visit resolution).
Develop troubleshooting and training materials for the contact center staff to provide a first call resolution to consumers and avoid unnecessary technical visits.
Continuously update the team and service network with new product releases and their new features.
Analyze and present trend reports related to parts compatibility and alternative parts.
Plan, present and coordinate an on-site training program for the service network.
Administer and continuously update online service platform with service manuals, parts catalogs, and main control board versions.
Manage and maintain TCS CRM database of customer complaints and data for service technicians and factory support teams.
Build and deploy BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions.
Manage and present the quarterly charge-back process to obtain reimbursement from factories as result of failure rates that exceed the agreed limits.
Develop an intercompany training and technical content network to obtain the latest product information.
Work close to the product team to evaluate new projects (Check points meetings), analyze new components, and make recommendations.
Ensure new projects have technical information available before the launch date.
Coordinate, prepare, and submit repair and service data to factory teams. and present quality and product performance reports.
Recruit, interview, and select employees service engineering and warranty team (warranty audit, service engineering, and business intelligence).