Lean Manufacturing Specialist, Sr. jobs in San Francisco, CA

Description

AMQ is a growing, agile and dynamic furniture manufacturer in the contract furniture industry, owned by Steelcase, inc. Operating at the intersection of the A&D community, commercial real estate and small to midsize-growing businesses around the country, we offer flexible, mobile and height-adjustable furniture for contemporary and growing companies.

Overview

The position of Product Warranty Specialist reports to the Director of Customer Experience. They play a pivotal role in ensuring customer satisfaction by managing and processing warranty claims related to the products offered by AMQ. This position involves interacting with dealers, verifying eligibility of claims and maintaining accurate records in compliance with AMQ policies and industry regulations. The Specialist collaborates with various departments, such as Quality Engineers, Product Development, and Customer Care to resolve issues and improve processes. The Product Warranty Specialist also contributes to enhancing dealer trust and loyalty by facilitating a smooth and efficient warranty experience.

Essential Duties and Responsibilities:

• Communicate with dealers regarding warranty claims and inquiries
• Develop customer relationships that help achieve and maintain dealer loyalty
• Receive and review warranty claims submitted
• Verify eligibility of warranty claims with the use of supporting documentation
• Troubleshoot and diagnose errors to determine a proper course of action
• Process warranty claims accurately and promptly
• Provide timely status updates (24-48 hrs)
• Track deliveries and final closeout of replacement orders
• Maintain organized records of all warranty claims and related documents
• Work closely with Customer Care and Product Development to resolve warranty-related issues
• Escalates issues to Product Warranty Manager and Quality Engineer as required
• Examining complaints, identifying solutions, and suggesting improvement methods
• Provide feedback to Product Warranty Manager on suggested improvement methods
• Develop internal process guide and documentation of issue resolution
• Knowledge and understanding of AMQ products and warranties by product line
• Predictable, reliable and prompt attendance
• Provide remote service support to clients not located in the bay area
• Willing to travel domestically, up to 25%
• Comply with company safety procedures
• Works independently, setting priorities and implementing resolutions in a timely manner
• Provide weekly status updates to Product Warranty Manager

Qualifications

Job Knowledge, Skills & Abilities:

• Exceptional customer service skills, always willing to go the extra mile
• Excellent verbal and written communication skills
• Must be assertive with a strong sense of urgency
• Strong organizational and time management skills
• Mechanical skills: ability to troubleshoot mechanical problems with great attention to detail
• Flexible & Collaborative: ability to adapt to a dynamic workplace that is in a fast-paced, constant-change mode
• Able to occasionally lift up to 75 lbs.
• Self-motivated, self-directed and willing to accept responsibility for results
• Team player: cooperative, builds relationships easily, supports peers and encourages collaboration
• Light administrative work

AMQ Core Values:

• Act with integrity
• Tell the truth
• Keep commitments
• Treat people with dignity and respect
• Promote positive relationships
• Protect the environment
• Learn and adapt

Experience/Education:

• Associate degree or equivalent experience
• Related maintenance/troubleshooting/service experience a plus
• Ability to work flexible hours and adapt to changing work schedules
• Valid driver’s license without restriction. Good driving record
• SAP S4/Hana experience preferred

AMQ provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements. AMQ considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.