Job Introduction

Ensure customer claims are resolved to guarantee customer satisfaction. To effectively manage and develop HydraForce business relationships with all customers across US locations.

Role Responsibility

• Provide management and guidance to the Service Department to ensure the RMA response targets (content, financial and timeline) are achieved.

• Develop and maintain effective relationships with Manufacturing & Production Engineers, Sales, Supply Management, Quality, Accounting, Tech support/Application Engineering departments

• Carry out regular communication and calls with customers to develop and maintain effective relationships
• Carry out regular visits to customer production facilities to provide prompt and effective resolution to claims.
• Actively support Problem Solving activities: assure the achievement of the required steps and providing suggestions to improve quality level
• Define priority of claims to be handled to satisfy customers in the best possible way
• Support post-merger integration activities for Service (Warranty) harmonization

• Support Claim Engineers to act as facilitators for customer quality issues both with customer and with internal departments
• Guide claim escalation process
• Manage Service KPI (claim backlog, response time, etc.)
• Ensure a timely and effective financial closure of claims
• Manage claim related costs
• Works with both the OEM customer and Sales departments in define and maintain Warranty Agreements

The Ideal Candidate

Qualifications & Experience

• Degree in engineering or related field
• Comprehensive understanding of lean manufacturing and quality tools such as 8D, TOPS, RCA
• Computer literate, with sound knowledge of Microsoft, experienced in use of MRP and Quality Control systems
• Manage, coordinate, and oversee effective implementation of the departmental quality, environmental, health & safety needs to ensure compliance to the documented management system

Skills

• Customer focused, able to build quality related relationships at senior levels
• Excellent communication skills with the ability to express ideas, share technical information and communicate at all levels, both verbally and in writing
• A high degree of self-motivation, commitment, and the ability to work unsupervised
• Ability to tackle problems creatively and achieve desired outcome in an efficient and cost-effective manner
• Excellent organizational skills, with the ability to prioritize multiple activities, be able to define problems, collect data, establish facts, and draw valid conclusions
• Able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues

Other

• A clean, valid driving license required
• Available for US and overseas travel to customer sites as required (as much as 20%)

Quality, Environmental Health and Safety

• Read and understand Quality, Environmental, Health & Safety policy and discuss with their immediate superior any specific points which require clarification
• Take reasonable care for their own safety and those around them who may be affected by their acts or omissions
• Co-operate with the company in achieving and maintaining Quality, Environmental Health and Safety standards where relevant and as directed
• Report to their manager any actual or potential risks, accidents or dangerous occurrences that they identify in the workplace.

About the Company

HydraForce, a Bosch Rexroth company offers one of the most comprehensive lines of high-quality hydraulic cartridge valves for the mobile and industrial equipment markets. We design and manufacture high performance valves that meet virtually any need encountered in machine design. HydraForce cartridge valves are designed to fit a wide range of industry-common valve cavities. Our employees enjoy a fast-paced and challenging work environment that provides them with daily opportunities to Power Forward their careers. Through interaction with our global network of employees and customers, our employees provide products and solutions that have a global impact. For almost 35 years, HydraForce has been producing the most innovative electro-hydraulic control solutions for the mobile machinery and industrial equipment markets.

Throughout the world, you can find our products in a broad range of applications:

• Agricultural and Turf Care Machinery
• Construction and Road-Building Equipment
• Material Handling and Personnel-Lift Equipment

• Transmission, Engine and Powertrain Controls
• Forestry and Resource Management Equipment
• Refuse and Waste Handling Equipment
• Injection Molding and Press Machinery
• Other Specialized Mobile and Industrial Applications

HydraForce