Warranty Services Supervisor

What you’ll do:

The Warranty Service Supervisor is accountable for supervisory responsibilities of the Warranty and Services team. 

This role has two main functions – possessing the expertise of a Master Technician on the Warranty Services team and Supervising a skilled, technical group of individuals with similar capabilities. The Supervisor duties will consist of completion of timecard approval, coaching, providing feedback, and offer support and counseling as needed, and manage the annual performance evaluations.  In addition, this position is accountable for ensuring effective and efficient communications with all stake holders, including the manager, internal and external customers, other managers of various plant departments and provide support for customer resolution activities both in-house and on-site for service-related customer issues and assist Marketing in the product training activities of the organization.

In this role you will:

• Create and or utilizes the applicable Quality Database Management System and SAP information to understand and / or process customer complaint, product return and repair, knowledgeable in the work orders for processing equipment production testing, and document necessary information.  
• Understand or perform; equipment inspection, troubleshooting, testing, and the dynamics of product repairs, support equipment analysis investigations, and providing technical guidance for repairs in the field, or returned to external service providers as required.  
• Responsible for providing organization leadership with information relative to analysis findings of returned product.  
• Maintains a technical understanding of Transformers, Regulators and Regulator Controls, and associated products.
• Participates in service ticket follow-up activities with appropriate internal and external resources as necessary to ensure tickets are completed and customer issues are resolved.  Maintains a channel of communication with Warranty Services teams, Product Marketing and Engineering, Sales, and customers as to repair status and anticipated return of product.
• Assists as requested in the organization of, or participate in customer visits, product teardown, plant tours or customer witness testing.  Support the organizations goals of training of Transformers, Regulators and Regulator Controls.
• Participates in maintaining department and ISO quality standards for Warranty activities.  Dedicated to the concept of continuous improvement.
• Potential for limited travel to domestic and international locations as required to review service needs or qualify service providers to participate in and perform field repairs or related service activities. 

Qualifications:

Basic Qualifications:

• Bachelor's Degree from an accredited institution
• Three (3) years of specific product experience, preferably in Service, Quality, Field Service or Engineering with experience in electrical/mechanical equipment or Power Systems Products. 
• Must be eligible to work in the United States without company sponsorship now or in the future. 
• Relocation assistance will be provided for candidates that reside outside a 50-mile radius of Waukesha, WI. 

Preferred Qualifications:

• Extensive Knowledge of Quality Management system and SAP.
• Knowledge of technical and commercial aspects of Transformer Products Warranty and Service, Quality, Product Design, Manufacture processes, and Technical Applications.
• Knowledge of ISO9001 certifications and qualifications
• Supervisor experience of a technical team or experience in customer service-related position.