Read a paramedic’s true story of survival, strength, and the importance of ambulance design.
Read a paramedic’s true story of survival, strength, and the importance of ambulance design.
Department:
Service
Role Profile & Pay Grade:
Exempt,
Location:
Van Wert, Ohio
We make life better, one relationship
and one vehicle at a time.
To be the partner of choice, dedicated to
safety and innovation, delivering an exceptional
customer experience through empowered employees.
Summary of Responsibilities
Support and be an example for Braun’s Guiding Principles. Develop, implement and maintain a system to ensure that all Customer Care functions are completed in an efficient manner. Ensure that the Department keeps a strong coordinated focus on customer satisfaction, meets delivery schedules, complies with customer requirements/specifications, and achieves superior quality and reliability levels.
Summary of Activities
| Responsibilities | Activities |
| Manages and provides leadership for the Customer Care Team. | Develops a consciousness for the need of teamwork to attain department objectives. |
| Ensure the service schedule is met by the department within the scope of responsibility. | Communicate schedule and other related information to the department employees. |
| Ensure that quality standards and expectations are met. Demonstrate the ability to understand and implement quality assurance and production programs and procedures. | Be responsible for the development of standardized work practices for the Customer Care team. |
| Manage and direct personnel in performing operations according to sound operating principles and company policies and procedures. | |
| Maintain department operations within an approved budget. | |
| Be responsible for the development of standardized work practices for the departments within the scope of responsibility. | |
| Coordinate work-in-process planning and final release to all operations. | Assure that a truck out-of-service receives the highest priority so that downtime is minimized. |
| Maintain and monitor parts sales, revenue, and margin at the approved target. Seek out ways to increase both. | |
| Maintain and monitor service sales, revenue, and margin at the approved level. Seek out ways to increase both. | |
| Manage warranty submissions from our dealers to ensure we are paying appropriately and in a timely manner. | |
| Perform annual review of the Braun Warranty Policy and make recommendations for revisions as/when needed. | |
| Manage Technical assistance requests to ensure they are being resolved in a timely manner. | |
| Assure documentation of all customer contacts to ensure NHTSA reporting compliance. | |
| Coordinate with production and/or engineering as needed when assistance is needed to resolve customer concerns. | |
| Manage and monitor recall status. | |
| Provide feedback from Customers and Dealers on Production, Quality, and Engineering concerns to help eliminate product concerns and drive improvement. | Manage the Annual Braun Technician training event. |
| Monitor recurring product concerns and recommend appropriate action up to and including recalls if/when needed. | Supports Sales and our sister companies as needed. |
| Anticipate and determine the cause of delays and takes appropriate action to meet schedules. | |
| Recommend the employment and separation of department employees as required. | |
| Conduct introductory and annual performance reviews for department employees and recommend increases, retraining, transfers and/or terminations. | |
| Establish plans to maintain good housekeeping in all areas under your control (5S). |
Technical Skills/Competencies (Technical Knowledge, Education and Experience)
Personality Traits / Core Skills
Essential Functions/Physical Requirements
