Repair & Logistics Manager

Company: ESAB
Location: Denton
Posted on: February 18, 2021

Job Description:

Position OverviewThis is a customer support position reporting directly to General Manager for GCE North America. This position will help ensure on-time delivery, control costs, and help our customers work through troubleshooting and processing product returns for repair or replacement. ?Duties & Responsibilities-- Define complaint documentation, troubleshooting and returns process for tech support reps and/or supplemental staff (shared resources).-- Define and measure metrics for third-party repair centers-- Coordinate work with repair centers to ensure turn-time targets are met-- Work with manufacturing team to ensure repair centers have appropriate spares inventory to keep up with repair demand and distribution centers have adequate stock levels for customers-- Document all tech support calls into case management software-- Walk customers through basic troubleshooting over the phone to verify issues and prevent unnecessary returns-- Process customer returns to authorized repair centers-- Track repair activity and update customers as necessary-- Authorize warranty work according to approved criteria-- Process product replacements according to approved criteria-- Close out repair cases and ensure all work is documented correctly-- Work with sales team and management to prioritize / expedite critical repairs-- Assist sales team with software demonstrations for Clarity connected softwareQualificationsEducation Requirements* Bachelor's Degree; or equivalent education and experienceExperience Requirements* 5+ years working in supply chain or quality engineering environment - direct experience with project management and analytics.* Excellent at following and developing processes* Must work well without supervision* Experience managing vendors or managing tech-support or customer support call center* Experience with web-based data-entry software* Experience managing suppliers or supplier quality performance* Solid understanding of logistics fundamentals and analyzing performance* Must work well with cross functional teams* Excellent interpersonal skills with executive level customers and partners* Excellent phone and people skills* Proficient with data entry* Good ability to learn and manage different software systems for processing information* Able to work independently and excel without much supervision* Capability to work with cross functional teamsThe ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Keywords: ESAB, Denton , Repair & Logistics Manager, Executive , Denton, Texas