Siemens Warranty and Technical Service Manager in Norwood, Ohio
Warranty and Technical Service Manager
Job Family: Engineering
Division: Process Industries and Drives
Business Unit: Large Drives
Requisition Number: 200487
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 10%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
The Siemens Process Industries and Drives Division helps manufacturers measurably increase productivity and improve time-to-market with our innovative, integrated technology and services. We support our customers in continuously improving the reliability, safety, and efficiency of products, processes and plants.
For more information, please visit: http://www.siemens.com/businesses/us/en/process-industries-and-drives.htm
Position Title: Warranty and Technical Service Manager
Operational excellence in handling all post-delivery warranty, field issues, and technical service activities for ANEMA motors manufactured in the Norwood facility.
Position will report to the Director of Research and Development for AboveNEMA motors in the PD LD AP business unit. The team will consist of 3-5 technical specialists including Electrical Engineers, Mechanical Engineers, Mechanical Designers, and front end Customer Quality Engineers.
Coordination of internalCustomer Quality engineers, product specialists and external support to resolve complex customer complaints
Guides the warranty and technical service teamtoward attainment of desired service levels as measured by year over year improvement in customer satisfaction and reduction ofnon-conformance costs after delivery.
Professional communication to customers and sales force to maintain a high level of customer satisfaction,and ensures a direct line of communication between the customer and the Engineering experts as required.
Answers requests on technical details and coordinates solutions of issues
Provides high level troubleshooting field support as required, utilizing internal and external consultants as needed.
Leads the clarification and negotiation of customer short payments. Works within established Siemens Warranty guidelines and consults with the General Manager and the Financial Controller to resolve any financial disagreements or to get approval on customer concessions.
Provides high level technical support and Engineering consultation for customer service cases as required. Support would include (but is not limited to) root cause analysis of stator failures, bearing failures, mechanical failures of rotor components, high vibration and excessive noise.
Identifies recurring problems and prioritizes action plans based on impact to the business. Utilizes complex problem solving methodologies (e.g., 8D) to determine root cause and to identify areas of improvement in product design, manufacturing processes, production, supplier quality, etc.
Develops Quality containment roadmap based on the above findings and completes the communication loop back to the corresponding cross functional departments.
Works with Quality to create containment plans as necessary and drive the implementation of corrective actions within the responsible groups (e.g., Engineering, Production, etc.)
Develops and manages departmental budgets and business plans for warranty
Continuously enhances or improves existing policies, products, and methods to streamline and modernize warranty function
Tracks and provides monthly reporting on specific warranty and technical service KPI’s. Examples of KPI’s include: number of open and closed warranty cases, overallnon-conformance cost after deliveryincluding customer concessions, initial response time to customer, timely root cause analysis reporting, adherence to repair schedules, etc.
Required Knowledge/Skills, Education, and Experience
Minimum of Bachelor’s degree in Engineering or related discipline
Minimum of 5+ years successful experience in Manufacturing, Product Engineering, or Quality
10-15% travel required
Basic knowledge of root cause analysis and quality containment methods. Must possess good customer relationship skills and be able to provide clear, direct, concise communication as required. Ability to lead and organize small groups of technical experts and provide direction as needed.Demonstrates understanding and application of management approaches for work direction, motivation, performance management, and disciplinary action.
Preferred Knowledge/Skills, Education, and Experience
Preferred Bachelor’s degree in Mechanical or Electrical Engineering
Preferred technical experience in electric motor manufacturing or large rotating equipment. Preferred experience managing small Engineering and/or Quality teams.
Preferred knowledge of large electrical motor design and troubleshooting.
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.
EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/PayTransparencyNotice_JRFQA508c.pdf .