Technical Service Warranty Representative

The full job description is below but we want you to know more about us first…

Why come work for R.H. Sheppard???

• R.H. Sheppard has been a constant presence for 88 years with six locations in Hanover, PA, one location in Wytheville, VA and an engineering office in Shelby, MI.
• Opportunities to grow are seriously abundant!
• R.H. Sheppard is a strong company. Fabulous and engaged leadership team and it doesn’t hurt that we are highly competitive in the market!
• We are open to your ideas and input! Independent thinking is encouraged and welcomed. We are transforming and the company is on an exciting track of growth!
• Very engaging and collaborative leadership team who values internal upward mobility. We recognize our employees!
• Most of all, our employees will be appreciated!

To be considered for this fabulous organization, all you need to ask yourself, do you possess:

• Enjoyment and interest in a thriving, fast paced and stable industrial environment?
• A desire for a strong opportunity to learn and grow, there is great potential in this company?

IF SO, WHAT ARE YOU WAITING FOR? WE WANT TO MEET YOU!

Founded in 1937, R.H. Sheppard has a long history in innovative design and American manufacturing excellence. Our company boasts a dedicated workforce of more than 600 employees that manufacture components for the trucking and transportation industry worldwide. R.H. Sheppard is the number one provider of steering gears in the United States.

To our employees, we offer the opportunity to develop knowledge, skills, and experience in many facets of engineering, operations, and other career disciplines.

To the communities where we live and work, we provide opportunities for employment and service through charitable support and volunteering.

The primary responsibility of the Technical Service Warranty Representative is to provide technical support and training to our customers through the Sheppard Technical Support Hotline and is responsible for processing warranty claims and policy agreements in a timely manner in accordance with the Sheppard Warranty Manual. Search for new business opportunities while working under moderate supervision. Must be capable of collaborating with cross-functional teams and management to address concerns and issues that affect safety, part quality, production efficiency, continuous improvement, etc.  

ESSENTIAL DUTIES:

• Work closely with Service and Warranty Manager to develop and implement specific objectives, strategies, and action plans to further improve the Field Service department.
• Increase sales of Sheppard products through the Hotline by ensuring customers of the reliability and ease of maintenance of Sheppard products.
• Monitor warranty trends occurring through claims and Hotline calls and communicate with management of such for corrective action.
•  Maintain contact with Tech Center and Engineering personnel for the purpose of staying current with product reliability testing and product improvement projects.
• Maintain current levels of warranty processing to prevent debits from the OEM on warranty claims.
•  Monitor warranty processing to ensure that claims are processed in accordance to warranty agreements.
• Look for new business opportunities and ways to increase our market share and maintain our superior reliability over our competition.
• Provide input to management on failure modes and trends.
•  Work closely with the aftermarket sales group to familiarize yourself with each one's core customer base and alert them about potential problems through warranty claims and/or trends gather through hotline calls with customers.
• Establishes strong and effective working relationships that are conducive to maintaining a positive work environment.
• Understands and adheres to current company health, safety, and environmental policies and procedures, including ISO14001. Is empowered to identify, stop, and communicate or escalate appropriate action regarding safety, health, and environmental concerns.
• Understands and adheres to current company quality policies and procedures. 
• Other duties as assigned.

CORE COMPETENCIES:

• Influential and Inspirational: Demonstrates the ability to convince others to embrace ideas, providing compelling arguments and making use of informal processes.
• Teamwork: Demonstrates ability to work well with others to accomplish common goals and build a positive climate and trusting relationships within teams.
• Action oriented: Demonstrates ability to take action and lead by example. Enthusiastically demonstrates sense of urgency.
• Accountability: Demonstrates ability to take responsibility and maintains sense of ownership and follow through on commitments. Sets high standards of performance.  
• Communication: Demonstrates ability to convey and distribute information effectively and encompass strong speaking, presentation, written and listening skills. Ability to create an environment for open communication.

SUPERVISORY RESPONSIBILITY:

• This position has no supervisory responsibilities. 

WORKING ENVIRONMENTAL CONDITIONS:

• May be exposed to moderate heat, light dust, fumes, extreme temperatures, noise and hazards such as electrical shock or gases. Some outside assignments could involve exposure to adverse weather conditions. Adequate hearing protection is required for 85 decibels and above

The demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

QUALIFICATIONS:

• College Degree or High School Diploma/GED and relevant Manufacturing Experience  
• Proficiency in MS Office applications (Word, Excel, Outlook, PowerPoint, Teams)
• Experience in the transportation industry
• Ability to work overtime as needed both daily and weekends
• Communication and presentation skills
• Valid driver’s license
• Knowledge of MFG operations
• Ability to travel up to 50% of the time