Warranty Lead

Oshkosh Corporation•Roy, UT

5d•Onsite

About The Position

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more. Manage warranty support and follow on service support functions, to include: administration, field service support, repairs, part requests and recovery. Supervise Field Service Representatives (FSRs) performing Warranty Work. Maintain customer satisfaction and maximum service by providing customers and service providers with technical assistance. Manage service providers in performance of warranty, service, repair parts deliveries and parts recovery. Increase Parts and Service Sales, support business growth initiatives, and develop aftermarket business opportunities.

Requirements

Bachelor’s degree in a related field and five (5) or more years of relevant experience (equivalent to eleven (11) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

Nice To Haves

3 years previous experience as warranty administrator, service advisor, or related service or warranty process positions.
3-5 years previous military experience working with maintenance and management on defense vehicles or equivalent related years of experience.
Excellent oral and written communication skills with attention to detail for handling difficult and complex customer situations.

Responsibilities

Manage, assign and supervise the work of others
Train and mentor subordinates in the areas of warranty, LEAN principles of operations, day-to-day business operations, system measures, and program management.
Travel is required to support customers and service providers.
Diagnose, repair, and service customer’s concerns.
If necessary, coordinate with local service providers and FSRs.
Coordinate with customers, service providers, and fellow employees to get service and parts expedited to the customer’s satisfaction.
Anticipate customer needs and develop recommended parts stocking requirements for upcoming field and maintenance operations.
Manage domestic and international warranty efforts.
Present a professional image to our internal and our external customers.
Manage the Jetway Warranty administration process.
Coordinate warranty and field service reporting and associated database maintenance.
Assist Jetway aftermarket business development personnel with market resources, and identification of new business opportunities.
Develop and report service. Parts and service sales critical issues.
Develop service support and service sub-contractor network in support of warranty and service contracts.
Review reports for systemic issues and initiate Continuous Improvement Reports (CIRs) to have corrective actions taken to insulate the customer as appropriate.