Warranty Supervisor (NE)

Warranty Supervisor

The purpose of the UDT Logistics Supervisor will effectively develop and manage the field service operations team focusing on warranty support and overall customer supports functions with the goal of providing innovative and unparalleled customer service. Develop and streamline the support processes to achieve a high rate of customer satisfaction, manage budget, and maximize profitability while working with technology manufacturers to leverage offered support programs.

Accountabilities and Responsibilities:

• Recruit, manage and develop warranty technician team to continue to provide a high-level of customer satisfaction and promote a positive work environment
• Develop, improve and implement best-practice and innovative support processes to maintain a high-level of support capability and provide a positive customer experience
• Communicate directly with customers to act as primary escalation contact for escalation issues to provide guidance and critical resolution
• Oversee the achievement and maintenance of agreed customer service level agreements and standards
• Adhere to and manage approved support budget and maintain objective based profitability
• Develop and manage critical reporting to measure appropriate data to assist in customer meetings and determine internal improvements (ticket metrics, SLA satisfaction, etc…)
• Work closely with manufacturer support representatives to stay current on all support programs and guidelines to maximize profitability and minimize loss
• Communicate directly with customers to resolve escalated complaints or critical issues
• Identify and implement strategies to improve quality of service, productivity and profitability
• Collaborate with UDT management to align customer service goals to overall business strategies
• Ensure support technicians have required skillset, training and certifications to successfully perform required responsibilities
• Provide recommended changes and/or improvements to service offerings to fulfill customer needs
• Manage and monitor the use of stock inventory components for support repair

Education/Experience:

• Bachelor’s Degree or equivalent experience
• Customer service and process-oriented individual
• Knowledge of manufacturer service programs (HP, Dell & Lenovo experience preferred)
• Excellent verbal and written communication skills
• Ability to work in fast paced environment
• Hands on approach
• Excellent organizational skills and ability to manage multiple projects and priorities
• 3-5 years supervisory experience required

Required Knowledge, Skills, & Abilities:

• Experience in troubleshooting and resolving on-site service calls for repair of computer equipment
• Maintaining comprehensive documentation
• Ability to teach and work from service manuals and vendor drawings and with some technical assistance, maintain and make repairs to PC computer equipment and related systems
• Detail-oriented
• Strong interpersonal skills are required to for effective communication with internal team members, customers and vendors
• Must have sufficient physical strength to lift and carry weight up to 50 pounds.

Physical Demands:

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.

This is physical work that requires the following activities: sitting, standing, walking, finger dexterity, repetitive motions, talking, hearing and visual acuity. Occasional lifting/carrying, pushing/pulling up to 20 lbs. may be

required.

Essential Personnel:

Your function has been identified as a business-critical essential function under the BCP. Therefore, Company management, at its discretion, may ask you to perform certain services, remain at your work location and/or call back to report to work to assist the Company in protecting, recovering, and continuing business critical essential functions as outlined the Company’s and your Department’s specific BCP and BCP call tree.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

What UDT offers you

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1^st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status