Reliability Engineer, Product Warranty- Chicago, IL

Job Overview

Perform as subject matter expert in specific assigned knowledge disciplines as it relates to the warranty claim adjudication, policy development and related systems maintenance. Work with training division to develop, deploy and maintain warranty related training material. Manage and update standard repair time database. Daily interaction with dealer personnel in the form of customer support and issue resolution.

SCOPE:

The candidate will lead efforts to support specific product groups in a field population of over 50,000 machines with 50,000 – 60,000 customer interventions annually. The financial exposure of the interventions is up to $150M between warranty, commercial consideration, contract management and availability guarantees that can be mitigated based on the speed to resolution and long-term success of the countermeasures delivered by the technical support team. Support warranty claim evaluation process, by managing claims with reimbursement amounts up to $50,000.00.

Key Job Responsibilities

• Service policy development
• Daily warranty claim adjudication
• Negotiations with distribution and manufacturing plants on quality and recovery issues
• PowerBI dashboard development activity and report generation
• Project management and process improvement activity
• Develop and deploy related training material

Qualifications/Requirements

• 5-10 years of experience with a heavy equipment OEM or distributor B.S. Degree in a technical discipline (Engineering) preferred.
• Strong communications skills to interact effectively with field personnel, distributors, customers and senior management.
• Ability to successfully summarize and present technical content to clearly demonstrate root causes of problems and clear steps to resolve customer issues. Able to present to large groups.Ability to read and interpret documents such as policies, claims and standard operating procedures. Working knowledge of electronic data management.
• Experience using reporting systems such as Business Objects. SAP skills will be helpful.Well-developed knowledge and capability to efficiently operate database systems such as MS Excel. Working knowledge and capability to efficiently use other common MS Office products
• Travel: 20%-30% - Domestic to Komatsu’s Plants or Distributors
• Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 1-10 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear.