Acuity Brands Warranty Specialist in Crawfordsville, Indiana
Initial contact for agencies pertaining to product issues that arise after the shipment of Acuity Brands' products/systems/solutions. The position will take ownership for assuring that these issues are resolved timely and effectively for the customer directly, when this position can handle the issue and indirectly, by involving others in the company when the scope, cost and/or technical aspects exceed the capability of this position. This position is first and foremost a key frontline service element of Acuity, with emphasis on customer satisfaction, responsiveness, fiscal responsibility, commercial sensitivity and timeliness.
Key Tasks & Responsibilities:
Provide initial contact for Agencies pertaining to product issues that arise after shipment of Acuity Brands' products / systems / solutions, documentation of customer issues and close-out of the issue to customer's satisfaction.
Investigate and effect resolution of agent/customer issues where individual's capability and process guidelines provide for close-out of the issue to the customer's satisfaction.
Investigate, facilitate and engage subject matter experts in resolving agent / customer issues when scope, cost and/or technical aspects require.
Assist in the development of processes and electronic information to develop troubleshooting and problem solving guides, communication and information sharing procedures, historical product/application problem fixes.
Document field labor claims and replacement fixture / parts data in the toolset. Facilitate negotiation for field labor within guidelines and initiate customer payment process for approved field repair work using standard work guidelines.
Utilize ABS / Lean tools to improve processes / communication / resolutions for Acuity Brands products / systems / solutions that results in reduction of quality costs and improved customer satisfaction.
Required Education: Bachelors Degree or Equivalent Required Experience: 2 years minimum plus the education listed below. Experience working with customers, demonstrating an ability to effectively resolve customer issues. Must be a fast learner with technical aptitude, problem solving ability, bias for action, interpersonal skills and proven track record of completing tasks. Good interpersonal skills to communicate and negotiate effectively are also required. Computer competence is required with good typing skills and working knowledge of Microsoft Office (Outlook, Excel, Word) Lean mindset for continuous improvement. Preferred Experience: Electrical Background, Electronics
Indiana Prod. Facility - Main-LL039
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled