SUMMARY

Responsible for managing and developing the Omaha SMO service business. Works with Engineered Product Specialists and Plant Manager as necessary to support continued development and growth of Omaha's service business. Handles all requests for field service work by arranging for and coordinating the details of what work is to be performed, who will do the work, and according to what schedule. This applies to revenue-generating service work, as well as work related to warranty. Manages all requests for Return Material Authorization (RMAs) from initial request through final deposition.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Related to RMA's: This position is Omaha SMO's representative as it concerns the RMA handling process:

Determines why a customer might want to return a product, and makes sure the product problem (if any) cannot be handled in some other way.

Provides the customer with the RMA number, and coordinates the return of authorized returns.

Expedites and oversees activities related to RMA evaluation, and reports findings back to the customer.

Enters new CAR into the Quality System or updates existing CAR for RMAs and service issues related to a customer complaint.

Negotiates a fair settlement and disposition of goods with the customer.

Uses input from manufacturing to determine the cost of repairs.

Consults with Sales and prepares customer quotations for non-warranty service.

Executes contract review on purchase orders related to Service.

Manages the inventory of parts and assemblies received on RMA (due to warranty, repair evaluation, or restocking) to keep the inventory at a minimum at all times. This includes informally communicating availability of saleable items to the Sales team, and scrapping items after an appropriate period of time has passed (e.g., 45 days following written request to customer for direction regarding disposition of returned items; 60 days following receipt of restocked items that have not yet been re-sold.

Related to Field Service Work:

Handles all requests for field service work, whether warranty related, customer service related, or revenue generating.

Determines the scope of the field service work with the customer, schedules the work, and decides who will perform field service work (with input from the Engineering Manager, Plant Manager, and/or General Manager).

Establishes rates and provides quotations for service work.

Personally executes the field work when appropriate. When other personnel performs field service work, the Field Service Engineer takes the lead for defining and organizing the scope of work, communications with the customer, and necessary travel arrangements. Makes sure that the results of all service work are properly documented and communicated, and that the appropriate customer sign-offs are obtained, per procedure.

Through actions and decision-making, proactively supports, promotes, and improves the quality system and policy throughout the organization.

Upholds Core Values.

COMPETENCIES

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths and weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.

 Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Interpersonal Skills - Focuses on solving conflict; not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things; practices active listening by asking appropriate questions to fully understand the issue(s) at hand.

SUPERVISORY RESPONSIBILITIES

This job has no permanent supervisory responsibilities. However, the Field Service Engineer will be expected to provide guidance and oversight to other personnel as it relates to field service work they are tasked to perform.

TRAVEL

Travel of 25-40% is possible, depending on customer needs. This may include international travel and occasional need to stay over weekends.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or 5 years of related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

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. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER

Manufacturing costing experience

Knowledge of AutoCAD/Solidworks