Technical Service and Warranty Leader

$105,000 - $115,000/Yr

Current Lighting Employee Co - Mayfield Heights, OH

Full-time - Mid Level

Mayfield Heights, OH

Wholesale Trade Agents and Brokers

About the position

The Technical Service and Warranty Leader at Current Lighting Employee Co LLC is responsible for leading the luminaire technical service team to ensure exceptional service resolution for technical support and warranty-related requests. This role emphasizes ethical standards, effective communication, and proficiency in computer applications such as Salesforce and SAP. The leader will coordinate with various functional teams to address quality-related issues and manage warranty claims, while also mentoring the team to foster a positive problem-solving culture.

Responsibilities

• Supervise direct reports, set goals, establish service level metrics, and mentor the team.
• Work with quality team, product management, and factory personnel to report and resolve warranty claim issues.
• Analyze warranty data for trends to identify issues and report details to Product Management and Leadership.
• Manage and approve warranty reserve and concession dollars.
• Determine remediation approach for quality-related issues.
• Negotiate and approve most labor, back charge claims, and other concessions.
• Generate modified warranty letters and/or addendums.
• Provide clarification to warranty documentation.
• Develop and implement procedures to help increase efficiency within the Technical and Warranty Department.
• Quickly resolve issues which have been escalated due to time criticality or service-related impact.
• Provide recommendations for resolving complex situations.
• Interview, onboard and train new employees.

Requirements

• An associate degree or bachelor's degree in a technical field is preferred.
• Minimum of 3 years experience in the lighting industry.
• Experience in LED fixture or lamp testing/troubleshooting, quality, customer service, or technical field is preferred.
• Proficient PC skills with ERP knowledge and experience in SAP.
• Knowledgeable of Current products and catalog logic.
• Able to accurately identify product characteristics and options using ordering number logic.
• Minimum 1 year experience navigating SAP functions.
• Must possess initiative as a self-starter and perform with minimal supervision.
• A positive attitude, strong interpersonal and organizational skills are essential.
• Ability to handle pressure situations and dissatisfied customers.
• Demonstrated leadership, teamwork and communication skills.
• Must be able to handle multiple priorities, act independently, and use sound judgment.

Nice-to-haves

• Experience with Salesforce ERP systems.
• Strong verbal and written communication skills.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Vision insurance
• 401(k) matching
• Life insurance