Warranty Coordinator, Marathon Equipment

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, and Soft-Pak — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

ESG is a Dover Corporation operating company. Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of over 23,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Operating Company: Environmental Solutions Group – Marathon Equipment

Location:  Vernon, AL

Reports To:  Technical Services Manager

Department:  Field Services

POSITION SUMMARY:

The Warranty Coordinator will oversee the warranty process by evaluating, writing, and completing work orders for warranty claims. Will communicate, as needed, with managers and supervisors to ensure timely and accurate processing of all claims.

ESSENTIAL JOB FUNCTIONS INCLUDE:

• Acting as primary point of contact for warranty claims.
• Takes calls from branches and customers on warranty issues and repairs.
• Establishes policy settlements for equipment out of warranty.
• Communicates with production concerning warranty issues.
• Review documentation, verify accuracy, coordinate, and resolve discrepancies.
• Oversee warranty processes to ensure quality standards, deadlines, and proper procedures, correcting errors or problems.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Superior customer service skills with both internal and external customers.
• Researching databases to understand this history of each warranty claim.
• Interfacing with Aftermarket Technical Support personnel in the adjudication process.
• Facilitating internal approvals to accept / reject warranty claims.
• Interfacing with Supply Chain organization in the event a claim needs to be submitted to a Supplier.
• Provides return goods authorizations and research invoices.
• Must have superior knowledge of JDE.
• Ability to produce on a regular basis reporting of metrics (turn-around time, days to process, etc.) and process improvement activities.
• Perform various administrative tasks and comply with all company policies and procedures.
• Manage the online warranty computer program
• Train dealers and customer on proper use of warranty systems and warranty policy.
• Coordination of failed parts returns.
• Manage the install base warranty records.
• Process and administer warranty claims for Marathon or per supervisor guidance.
• Handle frequent interaction with customers, Marathon dealers, and ESG sales team members to provide information and guidance.
• Manage the online warranty registration process.
• The qualified individual will have strong interpersonal and communication skills. The Warranty Coordinator should be able to identify with the customers problems while having the internal drive to systematically solve customer issues effectively.  Internal problem solving will include working with customers and other Marathon departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution.  The ability to work as a team member to solve problems is critical to success.
• The individual should be able to multi-task numerous job responsibilities with minimal direction. The Warranty Coordinator will work in a self-directed work team to meet company objectives while supporting and meeting customer demands. The individual will be customer focused and have a "can do" attitude to exceed customer demands while balancing the policies and procedures of the company. The Warranty Coordinator will be an excellent listener with the ability to have a strong phone presence. The individual will be confident and must have the ability to sell ideas, concepts, and mechanical components over the phone.
• High sense of urgency to customers, dealers and internal functions to support customers.

JOB SPECIFICATIONS:

• Bachelor’s Degree or equivalent experience is required. 
• Will also consider non-degreed individual with extensive experience in the heavy equipment industry in the service, parts, or sales side of the business.
• Individual with experience in an industrial environment preferred.
• Position requirements based on experience, knowledge, and education.
• Sales or customer service experience is a plus.
• Must be PC (personal computer) literate with good word processing and spreadsheet skills.  Ability to use Microsoft PowerPoint and Microsoft Excel software a plus.
• Excellent written and verbal communication and interpersonal skills.
• Detailed problem solving and troubleshooting skills required.
• Able to work overtime when needed to complete an assigned task.

DOVER COMPETENCIES:

Results Driven

Strategic Mindset

Strong Business Acumen and Sound Judgment

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.