Frequentis

Frequentis USA Inc. is dedicated to creating a safer world. With over 75 years of experience, Frequentis understands controllers in safety critical situations encounter new challenges daily. Our mission is to develop and market highly reliable, optimized, custom-tailored, and user centric communication and information systems for mission critical solutions. As an industry leader in voice communication data information systems, we create a safer world through integration, digitalization, and automation while maintaining world class safety standards. We proudly serve many U.S. government agencies including the FAA, DoD, and NASA. Safety as our number one priority pushes us to constantly learn about the ever-changing needs in safety critical environments to deliver innovative solutions.

? Manage the end-to-end warranty claims process, including receipt, evaluation, and resolution of claims

? Serve as the primary contact for technical and warranty tasks and inquiries for all contracts

? Coordinate with suppliers, customers, and internal teams to ensure timely and accurate processing of warranty claims

? Oversee warranty stock and ensure part availability

? Develop and implement warranty policies and procedures to improve efficiency and customer satisfaction

? Monitor warranty claim trends and identify opportunities for process improvements

? Coordinate/drive quick resolution for Customer Corrective Action Requests (CARs)

? Work closely with the technical development team or vendor in solving and/or escalate technical issues facing customer or internal production

? Collaborate with the quality assurance team to identify and address recurring product issues

? Provide regular reports on warranty claim status and performance metrics to senior management

? Monitor and enforce accuracy standards on records of warranty claims and related documentation

? Ensure compliance with all relevant regulations and company policies

? Train and mentor team members on warranty processes and best practices

? Handle escalated warranty issues and provide exceptional customer service

? Receive/manage customer calls and issue RMA (Return Material Authorization) numbers for defective equipment.

? Coordinate the shipping of replacement equipment to sites with defective equipment

? Maintain, Monitor, and disposition customer equipment received to insure accountability of equipment

? Determine warranty repair eligibility in accordance with program requirements. Provide customer with feedback (formal contractual reports) on warranty issues.

? Identify areas to improve technical quality with respect to design and workmanship

? Ensure repair personnel have the appropriate infrastructure to perform quality technical service

? Reduce warranty waste.

? Ensure use of proper strategy-based diagnosis (SBD), diagnostic and special tools, and technical material

? Ensure availability of diagnostic and special tools for all applicable testing (including new product launches), evaluate and report proper calibration and condition.

? Performs other duties and responsibilities when required by executive management.

? Provide specific technical input for development and execution of 5-year business plan/2-year operating plan

? 5-10 years’ minimum experience in engineering and parts management, development and testing

? Proven experience in total product development lifecycle

? Strong understanding of warranty processes and logistics operations

? Proven ability to manage multiple tasks and priorities in a fast-paced environment

? Experience in developing and implementing process improvements

? Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field

? Bachelor’s degree in engineering preferred

? Excellent engineering and analytical skills to be able to interpret data.

? Excellent computer skills in MS Office with strong MS Excel and Word background.

? Experience in relational database preferred (Microsoft Access, SQL)

? Good problem-solving skills to gather and analyze information

? Excellent written and oral skills

? Good interpersonal skills

? Basic project management skills to manage warranty projects and tasks

? Good presentation skills

? High organizational skills

? Aptitude for solving business and technology problems

? Ability to work independently and communicate progress/problems to appropriate personnel effectively

? Ability to interact and communicate effectively in a variety of roles with a wide variety of technical and non-technical management and staff as well as customer management and staff

Frequentis USA is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

Around 2,100 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.