Product Support Supervisor at Rite-Hite Products Corporation in Milwaukee, Wisconsin

Job Description:

Company Description:

Rite-Hite is a global leader in the manufacture and distribution of industrial door and loading dock equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to help improve safety, security, and productivity for our customers. Our continued focus on innovation and product development has created a need for a Product Support Supervisor at our corporate office in Milwaukee, WI.

Job Description:

This position is responsible for leading domestic and international technical Product Support /Warranty, and Service Parts applications for all Rite -Hite Products.

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

Lead (and participate in as needed) technical field Product Support to continuously improve customer relations and minimize costs.

Lead and direct product Service Parts applications

Assist RH technical publications group with development of manuals and installation videos.

Assist in planning for representative field service training. 

Communicate with the field via technical bulletins.

Periodic trips to domestic and international customers as necessary to resolve customer opportunities where the performance of the equipment is in question.

Analyze warranty information weekly and notify Director of Product Support of major field warranty trends and issues. Participate with engineering groups to recommend potential solutions to field related issues. 

Create developmental objectives with his/her direct reports. He/she will also create a measurable means of evaluating the objectives, and coordinate performance objectives.

PRINCIPAL ACCOUNTABILITIES:

Effective management of Product Support teams including domestic and international warranty , Service Parts applications, and technical product support to ensure safety, productivity, product quality and profitability.

Provide technical/installation assistance and customer service for Rite -Hite products in the field, to ensure customer satisfaction. Ensure customer satisfaction and promote positive representative relations while limiting exposure to warranty costs through effective processing of customer service and warranty claims per established policies and procedures. Work with Director of Product Support, and/or RSVP’s and DSM’s as needed for resolution.

Work with RHPC Engineering and Tech Publishing groups to implement and update all product Owner ’s and Installation manuals.

Resolve shipping problems/issues when shipments are missing, damaged, shorted or shipped to incorrect address. Provide appropriate account #’s for returns and shipping error charges.

Develop, implement, and maintain adequate internal procedures to reduce the Company's exposure to warranty cost.

Work with Service Parts team to establish pricing , update replacement parts offered for sale to the field based on established methods.

SUPERVISORY RESPONSIBILITIES:

Manages 8-10 employees including Product Support Specialists , and Service Parts department. Carries out supervisory responsibilities in accordance with the organization 's policies and applicable laws. 

Responsibilities include interviewing , hiring, and training employees; planning, assigning, and directing work; appraising performance via the development of measurable objectives ; rewarding and disciplining employees; addressing complaints and resolving problems .

Required Experience:

Bachelor of Science in Engineering or closely related major preferred , 2-year Associates Degree in a technical field or equivalent combination of education and experience required . Extensive knowledge of dock products and manufacturing processes are preferred. Understanding of hydraulics and electrical schematics desired. Working knowledge of JDEdwards/Enterprise One, Outlook, Excel and Word required. Knowledge of human resources laws and regulations, and employee relations skills desired. 

We Offer:

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

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