Manager, Warranty System Operations

General Job Description:

In collaboration with Field and Project Sales Leadership and under the supervision of the Director of System Operations, this position is primarily responsible for the oversight, strategic planning, personnel management and the day-to-day administration of ACCO’s warranty program. 

Supervises:

System Operations and/or Service personnel engaged in warranty work

Essential Duties & Responsibilities:

• Lead and oversee all warranty related activities to ensure standards, productivity and professionalism are met in an effort to achieve company goals.
• Operations
  • Assist warranty execution personnel with:
    • Resource management 
    • Execution strategies and scheduling
    • Monitoring/Managing third party subcontractors performing warranty activities
    • Implementation of Warranty Call and RMA Procedures
    • Managing the warranty database and closing out calls.
    • Help to provide resolution of issues, challenges and obstacles
    • Execution of QA/QC protocols
    • Implementation of Safety Department’s protocols
    • Implementation of Acco policies and procedures
    • Developing relationships with internal and external stakeholders
  • Investigating latent defects and/or design deficiencies with ACCO Project Management, Suppliers, Subcontractors, Engineering, and Field Personnel to bring issues to a close. 
  • Objectively define problems, investigates cause, gather information, and develop solutions to get systems functioning as designed.
  • Act as the liaison between Project Managers, Engineers, General Contractors, Field Personnel, Property Managers and Building Owners. 
  • Attend job walks with or for Project Sales to provide warranty technical support
  • Attend pre-bid & post-bid interviews as requested
  • Review warranty bid estimates
  • Review project documents to ensure warranty requirements have been met
  • Assignment of field supervision and labor to warranty projects
  • Continuous evaluation of all personnel to ensure performance is at the highest level
  • Monitor and advise on quality control measures to ensure high-quality output at or above industry standards
  • Evaluate and advise on means and methods of continuous improvement to increase efficiency and meet project goals
  • Coordinate and assist with problem solving strategies with the PM and assigned supervision when issues rise beyond the scope or understanding/capability of the project supervision assigned.
  • Other tasks and duties as assigned by the department manager and/or upper management
• Strategic Planning
  • Understand and support the strategic plan and corporate vision
  • Ensure adoption and implementation of standard processes and procedures to achieve high level quality, productivity and efficiency across field operations
  • Identify, assess, and mitigate risks associated with warranty work (ie: installations, materials, equipment, personnel, technical/sensitive facilities, etc)
  • Ensure safety measures are up-to-date and communicated effectively to all field personnel in an effort to mitigate risk and reduce liability
• Personnel Management
  • Adhere to and promote company policies
  • Instill a culture of accountability, integrity, ethics, and respect within the department
  • Mentor, train and develop top performing personnel (succession planning) to meet current and future business needs and avoid any gaps in strong warranty support.
  • Coordinate labor requests with the local union labor halls
• Collaboration
  • Create and foster collaborative relationships among leadership teams across varying departments and locations
  • Participate in cross-functional initiatives and projects to meet company growth objectives
  • Collaborate with other Supervisors and share experience to develop best practices, align processes, and leverage resources

Position Requirements:

(Skills, Work Experience, Education, Certifications, Licenses, etc.)

• Strong industry knowledge

• Excellent leadership skills including honesty, integrity, patience, empathy, and a strong work ethic

• Effective communicator at all levels of the business

• Experience and deep understanding of mechanical and plumbing systems (pipe fitting, process  piping, plumbing, sheet metal, electrical and controls) and general fabrication practices

• 12+ years of experience in Construction leading projects including 5 years of experience with equipment start up and repair.

• Experience with the various business and corporate software technologies ACCO currently utilizes

  • MS Office: Word, Excel, Project

  • Google Workspace: Docs, Gmail, Sheets, Forms

  • Others: Adobe, ProCore, Bluebeam, Box

• Proficient in English.

• Valid driver’s license and a clean driving record

• Skilled in reading and interpreting plans and specifications

• Knowledge of:

  • Local quality, occupational safety, and health regulations for construction job sites

Additional Skills/Abilities Preferred, but Not Required:

• Degree or certification in construction management, engineering, or architecture

• Experience in remote training software and technologies used within best-in-class organizations

• Software experience:

  • CRM/PM Platforms: Bidtracer

  • Collaboration: Smartsheet, PlanGrid

  • Design/Detailing: Autodesk AEC Collection (Revit, AutoCAD, Assemble, Navisworks)

  • System Ops: Building Start

  • Trimble

• Proficient in Spanish

ACCO Competencies:

• Proactivity/Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.

• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.

• Motivation/Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.

• Technical Curiosity/Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.

• Insight: The ability to gather and make sense of information that suggests new possibilities.

• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.

• People Skills: Is approachable and gains the mutual trust and respect of others. Understands people’s strengths & weaknesses and actively seeks to understand others perspectives.

• Communication: Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.

• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.

• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy. On a personal level has independently developed a vision for short- and

long-term career success.

• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

• Execution: Effectively takes a vision and translates into action by including the right

people. Identify and remove barriers, when possible to achieve results. Demonstrates

appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.

• Professionalism: Respectfully observes and challenges the status quo with intent for

improvement. Is able to take direction, accept feedback, and take full responsibility for his/her actions. Leads by example through positive influence and ethical leadership with consideration of the entire organization.

Physical Requirements:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds 

• Specific vision abilities required by this job include Close vision and Distance vision

• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.

• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.

• The employee is regularly required to walk and sit.

• This individual must be a responsible person and regular attendance is required.

Travel:

0-25% of the time to and from the primary office to job sites and regional branch offices.

Pay Ranges: In line with the corresponding area CBA agreement. 

#ACCO 

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