Regional Warranty & 3rd Party Service Manager
Salisbury, MD, US, 21804
Perdue Foods is part of Perdue Farms, a family-owned company heading into its second century of growth and innovation. With a goal of becoming the most trusted name in premium proteins, we create products for consumers and for retail and foodservice customers around the globe, while changing the way animals are raised for food.
Summary
The Regional Warranty & 3rd Party Service Manager is responsible for ensuring that all warranty claims and outside repairs are handled in a timely and efficient manner. They will coordinate with internal and external partners to process and track warranty claims, investigate, and resolve any issues related to warranty claims, and provide customer service to customers who have submitted warranty claims. They will also be responsible for developing and implementing new policies and procedures related to warranty claims, as well as monitoring the performance of warranties and tracking warranty claims data. This position will be a key resource in the implementation of warranty programs and will work closely with other departments to ensure a successful warranty program.
Principal and Essential Duties & Responsibilities
The purpose of a Regional Warranty & 3rd Party Service Manager is to ensure that our internal customers are provided with the highest levels of service regarding the warranties on products and services. They will be responsible for providing customer service, managing, and tracking warranties, monitoring, and evaluating warranty claims, and working with suppliers and vendors to resolve customer warranty issues. The Regional Warranty & 3rd Party Service Manager will also work with management to develop and implement strategies for improving customer service regarding warranties. This role involves managing customer account relationships, ensuring compliance with OEM agreements, and forecasting warranty expenses.
• Lead, manage and continuously improve Perdue’s dealer service development capabilities to ensure the end customer has limited downtime.
• Develop and implement warranty policies and procedures.
• Develop and host regional dealer warranty seminars.
• Analyze warranty data and trends to determine failure trends and identify needed corrective action activity.
• Develop, support, and coach all Service and Warranty team members.
• Monitor and audit warranty repairs.
• Ensure compliance with applicable laws and regulations.
• Process warranty claims and issuances
• Resolve customer service problems related to warranties.
• Resolve warranty issues with OEM and Dealers
• Establish and manage all warranty and service performance metrics and report weekly/monthly.
• Willing to travel 25% Domestically.
• Monitor work order information through Fleet Maintenance software to pull all potential warranty information. Maximize warranty returns based on the information.
• Monitor and control all repairs of vehicles made at non-Perdue locations.
• Inform Fleet Managers of estimated cost. Inform vendors of decision to proceed or not for outside repairs.
Education and Experience
REQUIRED:
- 5+ years of experience in warranty, service, operations or related
- 2+ years of leadership experience
- High School Graduate or GED
Specialized or technical knowledge, credentials or licensing required for the position include: Experience in Class 8 equipment to include tanker, reefer and flatbed, as well as DOT regulations, yard tractors, and MHE’s, with a strong knowledge of warranty administration and general vehicle repairs.
PREFERRED:
- Bachelor’s degree
Compensation
The salary range for this position is $73,000.00 - $91,000.00 per year, based on experience and qualifications with annual bonus available (variable depending on performance).
In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1 year, critical illness, accident insurance, dental, vison, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off.
Decision Making and Environmental Factors
Value of repair work based on age and need of equipment. Vendor choices and final decision to repair or not. Warranty programs.
- This position spends 10% of a normal workweek supervising and developing other associates.
- This position spends 30% of a normal workweek performing technical analyses and writing reports.
- This position spends 60% of a normal workweek in production and maintenance related activities.
Perdue Farms, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Nearest Major Market: Salisbury