What are the responsibilities and job description for the Warranty Service Field Specialist position at Integrated Machinery Solutions?
The Warranty Field Service Specialist will oversee all warranty activities and support all field service issues for both the IMS and Crane Manufacturing divisions of DeSHAZO. This role will involve direct communication with customers and end users to address warranty claims, coordinate with vendors to resolve warranty issues, and help with installation and startup. The position may require travel to installation sites to troubleshoot problems and oversee repairs. A strong mechanical and electrical background, with hoists and cranes is required. Key Responsibilities:
- Warranty
- Serve as the first point of contact for warranty questions.
- Communicate with customers and end users to address and resolve warranty claims.
- Assist in preparing and suggesting final judgements on claims exposures and major warranty repair exposures.
- Work with vendors to manage and resolve warranty issues in a timely manner.
- Coordinate investigations of claims and back charges, including scheduling field inspections and analyzing product failures
- Maintain detailed records of warranty claims and resolutions to share with management.
- Develop and implement warranty policies and procedures.
- Analyze warranty data to identify trends and areas for improvement.
- Field Service
- Serve as the first point of contact for field service and installation support.
- Support DeSHAZO Service during crane installations to answer technical questions and resolve installation issues.
- Provide virtual assistance for installation and startup processes.
- Provide technical phone support to customers and end users for DeSHAZO products.
- Be available during weekends and off-hours to provide support as needed.
- Travel to installation sites, troubleshoot field problems and oversee repairs.
- Track unplanned installation costs and determine the appropriate level of monetary exposure.
- Strong mechanical and electrical background, with specific experience in hoists and cranes.
- Strong understanding of Magnetek crane drives.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple tasks.
- Strong problem-solving and analytical skills.
- Willingness to travel as needed.
- Familiarity with both IMS and DeSHAZO Crane products is preferred.
- Experience in a similar role is preferred.
