POSITION TITLE: CUSTOMER SUPPORT AND WARRANTY MANAGER PRINCIPAL RESPONSIBILITIES: Provide one point of contact for customers during new equipment warranty timeframe.  While working in conjunction with Konecranes global warranty teams, engineering and sales, provide continual updates to New Equipment BU heads. Track all warranty claims and warranty expirations. Communicate with internal partners for all claims, FQI’s, and costs.Ensure all assigned open orders are scheduled or tentatively planned on the dispatch board. Ensure effective use of operative labor, maximizing direct labor in accordance with company guidelines.Define material requirements for each service request, both planned and on-call.Generate service requests (SR) and work packages (WP) and assign to field operatives.Review job costs such as labor, expense and materials. Review charge lines of completed work before sending to invoice. Maintain the service schedule for all sold work.Assist technicians with identification of required repair parts. Procure required materials, parts, equipment and subcontract labor for work assignments.Process related paperwork upon completion of work assignments and within the accounting month that the work was performed.Process Purchase Requests through the system using established guidelines.Review performance of service jobs to ensure quotations accurately project labor hours, travel costs, rental costs, procured items, etc.Review and approve technicians’ time tickets as submitted daily for completeness, accuracy, allocation to the correct job numbers and compliance with company policy.Attend customer kickoff meetings and installation/deliveries of new equipment within Region America’s.Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.Oversee routine changes to the open orders, as needed. Ensure open orders report reflects the current status of any active service work.Ensure time entry and expense reports are complete, accurate and approved according to company guidelines and that hours are allocated to the appropriate job and are properly classified for each warranty related service job.Ensure quality control program is administered in accordance with company policy.Participate in monthly Rush Reporting process.  Follow all established safety rules and procedures, including those established by the customer.Other duties as assigned by supervisor. 
