Technical Service Manager

Basic Function

This position has key role in the management and coordination of all the operations related to all company warranty, product quality and product liability programs; will ensure periodical updates of the warranty policies and procedures as deemed necessary; will manage daily or weekly warranty approvals, denials; coordinates customer claim inquiries, warranty products return, and warranty data reports. Will identify, gather information and data, and will report to respective manufacturing facilities all product and quality concerns identified in the field. Will physically inspect tires reported as warranty claims and coordinate with other department personnel. Will manage periodical analysis and reports of all warranty claims reported by customers and will assist with the execution of any market field action.

To perform this job successfully, the individual shall be familiar with concepts, practices, standards and procedures within the Tire and Automotive Industries as well as in the quality monitoring field in the tire industry. The qualified individual relies on their experience and judgment to plan and accomplish goals. He/she is expected to perform a variety of tasks. This position is required to work under general supervision but requires a degree of autonomy and self-reliance. A wide degree of creativity, initiative, integrity, self-discipline and excellent reporting skills are required.

Travel within North America is required ( 60%). Such traveling may also include other areas overseas, for training or support.

Essential Duties & Responsibilities

• Coordination of processing of customer warranty claims, provide daily performance reports; manage warranty claims including digital or physical validation, inspection, analysis, collections and quality reporting.
• Organization of the Tire Inspections Areas (TIAs) in Rancho, CA, and Richburg, SC (Central Tire Inspection Area) including: tool purchasing; identification and organization of the training tires; periodical coordination of disposal of scrap tires; ensure that all inbound tires are received, stored and properly identified along with the proper inbound identification and documentation; ensure that tires received at TIA are timely inspected and validated or rejected, adoption of safety OSHA standards, ensuring proper and permanent organization and cleanliness of the inspection areas.
• During periodical inspection at TIA or based on the tires of interest reported by dealers identify and validate all product-related and quality concerns and prepare and issue Product Concern Reports to the respective manufacturing facility (CH, INDO, USA) technical community (QA or R&D). Once reported, a thorough follow up shall be done until countermeasures are defined and implemented.
• Ensure that samples (cut sections or full tires) of product-related concerns are delivered to the respective QA and R&D teams.
• Coordinate the tracking in the field of countermeasures adopted by the product source, to ensure the effectiveness of those countermeasures
• Provide a monthly claim analysis to track issues and follow trends that may lead to countermeasure actions. Report to stakeholders the information gathered and recommend actions.
• Coordinate with field inspectors the inspection and validation of warranty claims reported by customers.
• Provide direction and tools to the Technical Customer Service team, to deliver opportune and comprehensive answers to customer’s inquiries (technical questions, warranty or adjustments inquires, etc.).
• Work with dealers to educate customers on company warranty policy and procedures; ensure proper and relevant claim procedures are enforced and followed by customers.
• Visit selected customers with high volume of warranty claims on a periodical programed schedule and provide technical assistance
• Coordinate with the Technical Customer Relations Supervisor to maintain in full all records of communications with customers as well as to effectively and efficiently address inquiries and concerns from the customers.
• Ensure that the person appointed for that role (i.e. Customer Relations Supervisor), will keep all the warranty policies and procedures, per brand, fully updated, revised and internally approved, while maintaining coordination with the Sales and Marketing teams.
• Lead and manage the periodical review, improvement and update of the department procedures and the drafting of new ones, as needed be. The procedures need to be maintained an uploaded in the proper administration tool.
• Responsible for the adoption and maintenance of ETQ as a central management tool for the department procedures (SOPs) and the product concern & quality reports.
• Able to prioritize multiple tasks and required resources effectively.
• Perform miscellaneous job-related duties as assigned.