Product Support Specialist Job at SPP Pumps in Norcross

Position Summary

Primary focus will be to drive a successful product support and RMA process within the overall company, have regular and accurate client communication, take ownership of the RMA/COQ log, and take  full responsibility for meeting client expectations.  Further responsibilities will include supporting engineering in the development of new processes, standards, and  policies.

Essential Duties & Responsibilities

• Customer product support for field and warranty issues.  Coordinate any after sales service support.
• RMA disposition upon material receipt.  Executed in 48 hours.
• Cost of Quality Log Maintained based on identified manufacturing issues.
• Track and report systemic quality issues.
• Troubleshooting systems in the field which include electrical, mechanical, and programming issues.
• Process all received RMA items within 48 hours.
• Process all warranty requests in a timely manner.
• Maintain effective communication and working relationships with all team members, customers, and reps.
• Coordinate the creation of RMA’s and follow-up with Warranty claims in a timely manner.
• Respond to all emails promptly (within 8 hours max).
• Keep running list of items to follow-up and communicate updates daily.
• Update the RMA/Warranty list to monitor, track, and follow-up with open issues until fully resolved.
• Report monthly and YTD metrics on RMA & Warranty claims (# & $).
• Enter CARs into log and develop PAR’s - plans for continual improvements of replacement parts / RMA / Warranty process, documents, and extranet procedures.
• Expanded growth and role development focused around PLC and ladder logic, panel programming, and technical capabilities associated with electrical and panel components.
• Support improvements in engineering standards.
• Support workflow process improvements.
• Maintain IOM document library.
• Assemble IOMs for custom systems.
• Assemble mechanical and electrical CAD  drawings as needed for the engineering department.

Qualifications

• 4 Year College Degree in Engineering Preferred, or Advanced Education.
• Basic understanding of mechanical, electrical, and controls principles.
• Customer service practices.
• Proficiency in English.
• Basic math functions such as addition, subtraction, multiplication, and division.
• Excellent knowledge of MS Office.
• Problem solving and decision-making skills.
• Relationship management skills and openness to feedback.
• Excellent prioritizing, time management, and organizational skills.
• Ability to manage detail on multiple projects simultaneously.
• Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
• Excellent written and verbal communication.
• Ability to establish and maintain effective working relationships with all departments.
• Ability to create and deliver clear and consistent proposals/presentations tailored to the audience’s needs.
• Ability to work as part of a team and to take initiative independent of direct supervision.
• Willingness to “go the extra mile” to ensure customer satisfaction and to drive sales.