Director, Service and Warranty
American Battery Solutions

Job Info

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American Battery Solutions has a full-time opening for a Direct, Service and Warranty in Lake Orion, Michigan.

Job Summary:

The Director, Service and Warranty is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and continuously growing and promoting ABS' customer service portfolio. They are responsible for creating, implementing, leading, and executing the company's service and warranty strategy. This role will be responsible for being both a strategic and tactical leader for the Customer Service and Warranty team.

They will need a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. The Director, Service and Warranty needs to have experience managing service and warranty, preferably in the advanced battery, fleet or commercial vehicle, or a related industry.

Responsibilities:

Service

• Takes ownership of customers' issues and follows problems through to resolution.
• Handle complex and escalated customer service issues.
• Ensure customer satisfaction with product performance and field service activities.
• Assign and schedule Regional Service Technicians.
• Prepare and approve quotations for field service activities.
• Review and approve field service reports; provide complete and professional documentation to customers.
• Responsible for after-hours and emergency 24/7 customer support.
• Develop and maintain spare parts programs with cross-functional operations support.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.
• Develop and present training programs and courses for key customers and stakeholders to be utilized at customer sites, factory tours, association seminars, industry events and new installations.

Warranty

• Resolve customer warranty claims, complaints, and service requests promptly.
• Manage customer Return Material Authorization (RMA) process.
• Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts.
• Create customer and product warranty documentation.
• Develop and implement systems and tools including web based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.

Customer Satisfaction

• Champion customer satisfaction.
• Track, document, and own the customer satisfaction process.
• Build strong relationships with customers and represent the voice of the customer.
• Ensure customer satisfaction with product performance and field service activities.

Leadership and Continuous Improvement

• Use data, customer insights, and root cause analytics to address product and/or process improvements and present these to other departments and senior management.
• Forecast headcount and workload to ensure the team is staffed with skilled, passionate, and customer-driven team members.
• Manage department financial goals, analyze variances, and initiate corrective actions.
• Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor's degree in business, engineering, or a related field.
• Minimum of ten (10) years of experience working in customer service or warranty
• Minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians.
• Minimum of five (5) years of working with complex electro-mechanical systems required.
• Highly collaborative with a genuine passion for customer service.
• The ability to maintain calm under pressure.
• Excellent analytical, communication, and presentation skills.
• Highly organized and detail-oriented.
• Enjoys working with people and processes.

Key Competencies:

• Business Acumen: Being aware of and familiar with how business strategies and tactics work, and their effect on the customer; understanding issues that impact your business or organization; knowing the competition.
• Business Process Thinking: Designing, implementing, and executing business workflow activities that most effectively and efficiently meet the goals of the business unit and ABS.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
• Influences Others: Has personal and organizational impact built on mutual trust, fairness, and honesty. Flexes their style to direct, collaborate, or empower, as the situation requires.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Delivers Results: Achievement oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Valuing People: Is at ease with a wide range of individuals; enjoys different personalities and adapting approach to accommodate those differences; makes positive assumptions about people and conveys a sense of trust and respect.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer, and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
• The noise level in the work environment can be moderately loud.
• May be required to recognize small numbers, letters, symbols, colors on prints, and/or operate field instruments/equipment.

Why Join Us

American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral Program.
• Employee development and career growth opportunities.

About Us

American Battery Solutions Inc. ("ABS") is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu's 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business.

As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. We pride ourselves on developing a diverse team of next generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township boasts more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you'll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.

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