Field Technical Service Specialist - New Jersey

I. Position Identification

Job Title

Field Technical Service Specialist

Function

Technical Services

Reports to

Technical Services Unit Manager

II. Job Purpose

     Hankook Tire’s Technical Services Department works in after-sales service, warranty, and quality related roles. This position will be a subject matter expert within a multifaceted team of both office and field related roles relating to everything regarding tire inspections and customer service as it pertains to warranty. This position provides support for internal and external persons including claim handling, problem resolution, and product technical inquiries, warranty inquires, etc. This position helps establish best practices and SOPs for any department process and ensures adherence to them. This position will interact with high level persons in companies Hankook does business with and is expected to be extremely professional. This position is hybrid in terms of remote working, as some in-office presence is required for hands-on tire inspections.

III. Key Accountabilities

• Provides leadership, guidance and training to Field Service staff and Administrator staff responsible for answering questions pertaining to claim handling, problem resolution, warranty inquires, product maintenance, tire inspections, etc.
• Provides post-sales/technical support services to internal and external staff, including claim inspection, troubleshooting, problem resolution and maintenance of products and services
• Responds to escalated technical questions from customers and diagnoses, troubleshoots and resolves technical issues regarding products and services
• Manages and approves scrap freight expenditures of technical service return tires, shipping for quality issue tires, and some international shipments for product investigation
• Report on product quality issues and market trends
• Report on department performance
• Manage product liability claims involving damaged property and small injury
• Manage Recall related activities
• Participates in and represents Hankook Tire America in USTMA technical services related meetings/issues
• Create and implements process improvements to create greater efficiencies within team operations
• IT/SAP issue identification, troubleshooting and testing
• Regular travel for company and/or dealer meetings, market surveys, and for field related issues
• Any other duties assigned by management

IV. Level of Accountabilities

• Individual contributor

V. Core Competencies

• Professionalism
• Interpersonal Skills
• Problem Solving
• Analytical Skills
• Negotiation Skills
• Intermediate to advanced computer and MS Office skills (Excel, Outlook, Word, PowerPoint)
• Top-tier verbal and written communication skills

VI. Qualification

• A Bachelor’s degree is preferred
• 4 - 10 years’ experience in Tire industry or related industries required
• SAP experience preferred
• Ability to travel (25%), sometimes on short notice