Customer Service, Field Distribution, and Warranty Manager

BorgWarner; Kirchheimbolanden; Vor Ort; USD 122.000 - 169.000; Vollzeit

Zusammenfassung

An innovative company is seeking a dynamic Customer Service, Field Distribution, and Warranty Manager. This role involves leading a team to ensure exceptional customer satisfaction while managing distribution and warranty processes for industrial products. The ideal candidate will have a strong background in program management and customer service, with a focus on operational efficiency and continuous improvement. Join a forward-thinking organization that values collaboration and is committed to delivering top-notch solutions in a clean and energy-efficient world. If you're ready to make a significant impact in a vital role, this opportunity is for you.

Qualifikationen

• 15+ years of experience in customer service and field service for industrial sectors.
• Strong program management skills and team leadership experience.

Aufgaben

• Develop strategies for customer service, distribution, and warranty management.
• Manage a customer service team and ensure high levels of customer satisfaction.
• Analyze warranty data to identify trends and areas for improvement.

Kenntnisse

Program Management

Problem-Solving

Communication Skills

Team Leadership

Customer Service

Negotiation Skills

Process Orientation

Financial Understanding

Ausbildung

Bachelor of Science in Business or Engineering

Advanced Engineering/Business Degree

Tools

Six Sigma

Shainin Problem Solving

Jobbeschreibung

About us

BorgWarner is a global product leader in delivering innovative and sustainable mobility solutions. We are a company of innovators and independent thinkers that brings together talented employees, meaningful work and amazing technology in a unique environment. At BorgWarner we constantly work towards our vision of a clean and energy-efficient world.

Our Culture

We believe health and safety of our employees are a top priority, we care about our local communities and the global environment. BorgWarner promotes and nurtures a diverse and inclusive environment, honors integrity, strives for excellence, commits to responsibility for our communities and the environment, and builds on the power of collaboration.

Job Purpose

The Customer Service, Field Distribution, and Warranty Manager is a dynamic, hands-on, results-driven leader responsible for organizing, coordinating, and executing a comprehensive global customer service, distribution, and warranty management process. This role ensures high levels of customer satisfaction, efficient distribution processes, and effective warranty management, aligning with defined business objectives and customer requirements. The Customer Service, Field Distribution, and Warranty Manager must work effectively at all levels, both within and outside the organization, to ensure successful execution of these functions.

Key Roles and Responsibilities

• Develop and implement a comprehensive strategy for customer service, field distribution, and warranty management to support industrial product lines globally.
• Establish policies, procedures, and best practices to ensure high levels of customer satisfaction and operational efficiency.
• Collaborate with senior leadership to align the strategy with overall business objectives and customer requirements.
• Provide full life-cycle support to industrial products, from pilot installations through long-term customer operation.
• Manage the training and service technical certification.
• Build and lead a customer service team to provide outstanding support to customers.
• Create and implement customer service policies, procedures, and tools to enhance customer satisfaction.
• Manage Service Manual publication and ensure it is updated to latest design concepts.
• Work with Project Management and Product Development to ensure changes are timely reflected via Service bulletins.
• Work with Product development to create special service tools to support in-field service activities.
• Address and resolve customer issues and complaints promptly and effectively.
• Troubleshoot problematic issues and initiate Root Cause Analysis (RCA) and create Corrective Action (CA) documentation for equipment failures as needed.
• Preempt operational issues with a comprehensive service training curriculum, commissioning checklists, and operating guidelines.
• Monitor customer service metrics and KPIs to ensure high performance and continuous improvement.
• Design and oversee the distribution strategy for industrial products to ensure timely and accurate delivery to customers.
• Coordinate with logistics and supply chain teams to optimize distribution processes.
• Coordinate with engineering and manufacturing to identify opportunities for remanufacturing activities to reduce service costs.
• Manage inventory levels and production demands to ensure the availability of products to meet customer demand.
• Develop and maintain relationships with distribution partners and vendors.
• Establish and administer the warranty program for industrial products, ensuring compliance with company policies and industry standards.
• Process warranty claims and coordinate repairs or replacements as needed.
• Maintain accurate records of warranty claims and resolutions.
• Analyze warranty data to identify trends and areas for improvement.
• Prepare and present regular reports on customer service, distribution, and warranty performance to the leadership team.
• Use data and analytics to identify opportunities for process improvements and cost savings.
• Respectfully challenge all levels within the organization when appropriate.
• Understand key drivers of program financials.
• Escalate and drive issues appropriately (both internally and externally) to secure the necessary support to resolve issues.
• Apply a high level of product knowledge including design, specifications, applications, and system integration.
• Work closely with key business, product, and program stakeholders.
• Drive a flexible and highly responsive culture able to respond quickly to dynamic customer needs and market forces.

Job Requirements and Qualifications

• Bachelor of Science degree in business, engineering, logistics or related discipline; advanced engineering/business degree preferred.
• Minimum of 15 years of relevant experience in business, engineering, manufacturing, systems products, and customer and field service, with a preference for experience in industrial sectors, power supply or related fields.
• Relevant experience in customer service and field service for the industrial sector.
• Strong program management skills in resource, task, and budget planning.
• Demonstrated team leadership experience and training, including the ability to influence and motivate others.
• High level of technical competence, problem-solving, and organization and communication skills to effectively interface with all levels in BorgWarner, external customers, and suppliers.
• Strong understanding of finance as it relates to program and business metrics.
• Previous experience and expertise in strategic change, restructuring, identifying and diagnosing challenging operational issues and opportunities.
• Possess strong process orientation and a track record of reducing costs, driving quality and on-time delivery, improving profits, and streamlining operations to achieve lasting financial improvements and ensure high levels of customer satisfaction.
• Have partnered with a fast-paced senior team in a metrics-driven, results-oriented environment.
• Have excellent communication and negotiation skills with the ability to build consensus and sell ideas at all levels of the organization.
• Generate innovative solutions in work situations and try novel ways to deal with work problems and opportunities.
• Possess strong project management skills: planning, organizing, setting and meeting goals, both short and long-term, sustaining customer focus, and maintaining schedules.
• Six Sigma Black Belt or Shainin problem solving preferred.
• Approximately up to 50% travel required.

Salary Range: $122,800 - $168,850 Internal Use Only: Salary