Director of Warranty Services

Candidates must include salary requirements.

 

JOB TITLE:  Director of Warranty Services

 

BASIC FUNCTION:

 

Oversee the Warranty Services Department in Monroe and the service centers at Dayton, TN, and Tremonton, UT.  Streamline processes to service product 'after market'.  Has financial and budgetary responsibility for warranty and repair center expenses.  Warranty service needs may be described as follow: safety, repair to merchandise, credits, product reliability, claims, supplier liaison, and budget accountability. 

 

KEY RESPONSIBILITIES:

 

?  Set standards for warranty service needs for the Company. 

?  Honor the warranty, and control non-warranty expenditures. 

?  Act as liaison with all other departments and individuals as required. 

?  Monitor needs of both the Customer and the Company and initiate changes in policy or procedure to fulfill needs as required.

?  Responsible for warranty education and enforcement. 

?  Work closely with Sales & Marketing, Merchandising, Manufacturing, Quality, Fabric, Engineering, Product Development, and others as required ensuring cross-functional communication and resolution of product issues.

?  Serve as acting member of the Product Quality Focus Group to facilitate product quality issue resolution and communication of fixes to the field. 

?  Ensure established metrics for service performance and service levels within departments are met on continuous basis. 

?  Maintain good knowledge of the product warranty, and allowable non-warranty considerations and controls. 

?  Analyze feedback from the field to prevent recurring problems; assist in resolution of product and system weaknesses for servicing the product. 

?  Provide regular communications to the Sales Representatives on repair and product issues. 

?  Work with Finance, I.T., Manufacturing, and Sales & Marketing, together, to ensure commonality of goals without detriment to the customer. 

?  Represent the Customers' warranty needs throughout all segments of the business. 

?  Regular travel required to the Plants, Service Centers, Dealer locations and Vendors as needed, as well as attending High Point Market and Dealer and Rep meetings as necessary. 

?  Be aware of needs at the retail level; make personal contacts with Dealers to gain input concerning company operations, policies and procedures. 

?  Responsible for the mentoring and development of Warranty Services staff as detailed in the individual career paths and progressions for each Employee. 

?  Perform other duties as required.

 MINIMUM JOB REQUIREMENTS:

 

?  Bachelors Degree in business or communications.

?  Five (5) years experience in a customer service management and/or Product Warranty related role.

?  Three to Six (3-6) experience in manufacturing related environment or related discipline.

?  Six Sigma certification or experience desired.

?  Broad understanding of related fields; safety, quality, materials management and product design.

?  Business process re-engineering or improvement experience required.

?  Dynamic Leader

?  Knowledge of the business area's products and processes

?  Strong technical knowledge

?  Strong project management skills

?  Strong teamwork and interpersonal skills with the ability to communicate with all management levels.

?  Strong written communication skills

?  Strong analytical and conceptual skills

?  Strong problem solving skills with the ability to handle complex problems

?  Friendly, congenial and enthusiastic

?  Forward thinking

?  Business process re-engineering or improvement experience is desirable

?  Ability to travel 50 ? 70% as requested.

 

SUPERVISORY RESPONSBILITIES:

Three to five direct reports

Indirect responsibility for 75-85 staff members

 

About La-Z-Boy?

Headquartered in Monroe, Mich., La-Z-Boy is North America?s largest manufacturer of upholstered furniture and the world?s leading producer of reclining chairs.  It is a division of La-Z-Boy Incorporated, (NYSE, PCX: LZB) with annual sales of over $2 billion. La-Z-Boy Incorporated is one of the world?s leading residential furniture producers, marketing furniture for every room of the home, as well as for the hospitality, health care and assisted ?living industries.  For more information visit our website at www.la-z-boy.com.