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Technical Services Senior Specialist

Company: Hankook Tire Manufacturing Tennessee
Location: Nashville
Posted on: May 28, 2023

Job Description:

Position Identification
Job Title
Senior Specialist
Technical Services
Reports to
General Manager/Director, Senior Manager, and Unit Manager
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 adhereance to them. This position will interact with high level persons in companies Hankook does busienss 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.
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 maintanence, tire inspections, etc.
  • Employee coaching and development
  • 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
  • Regular print literature reviews and edits
  • 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
    Level of Accountabilities

    • Manager
    • Individual contributor

      Core Competencies

      • Professionalism
      • Management Skills
      • 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

        • 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

Keywords: Hankook Tire Manufacturing Tennessee, Nashville , Technical Services Senior Specialist, IT / Software / Systems , Nashville, Tennessee

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