Technicial Service Manager at Arrowhead Winch – Broken Arrow, Oklahoma

Arrowhead Winch engineers and manufactures industrial winch, hoist and drive systems under the BRADEN, CARCO and Gearmatic brand names in Broken Arrow and Okmulgee, Oklahoma. We are seeking a talented individual to join our team as Technical Service Manager. This position is an office based, on-site role located in Broken Arrow, Oklahoma with occasional travel required. Benefits include 401K with matching up to 5%, plus profit sharing plan; medical, dental and vision plans; flexible spending and health savings accounts; paid short- and long-term disability program; paid life insurance; and paid holidays, sick and vacation time. Our work environments are clean, climate controlled and safe. Arrowhead Winch does require applicants to complete a background check, drug test, and pre-employment physical as a condition of employment. Our goal is for all employees to work safely without injury while maintaining the highest safety standards in compliance with company policies.

Technical Service Manager Position Overview:

Coordinate resolution of field product issues with dealers and OEM customers and factory personnel.

Essential Functions/Responsibilities:

• Diagnose and resolve product issues with Winch Customers, over the phone or on-site.
• Travel to provide on-site customer repairs and product training.
• Ensures warranty policies and procedures are properly implemented by reviewing warranty practices, aiding in the resolution of warranty problems, and recommending improvements.
• Assists in the review of warranty reports recommending policy adjustments.
• Reviews service publications for completeness, assists in formulating revisions or additions to service literature.
• Serves as a liaison to product engineering for product improvements based on field data.
• Serves as a liaison to quality and manufacturing for product improvements based on warranty issues.
• Supports the evaluation of returned products, including defect and root cause analysis.
• Assists with developing methods to perform product repairs.
• Supports projects and initiatives to improve the warranty process and to improve quality to the customer.
• Works in a positive, professional, and team-building manner with customers and other departments.
• Statewide travel 10-20% initially
• Performs other duties as assigned.

Qualifications:

• High school diploma or GED
• Minimum of 3 years coordinating resolution of field product issues with distributors, customers, and OEMs.
• Must possess mechanical experience with product and technical service knowledge.
• Excellent communication skills, verbal and written, with the capability to write and update technical publications.
• Knowledge of Microsoft Applications (Outlook, Excel, Word, PowerPoint)

Preferred Qualifications:

• Bachelor’s Degree in Engineering or technical field preferred
• Assembly and Machining Background

Physical Demands and Work Environment:

• Must remain in a stationary position (sit/stand) for extended periods.
• Must operate a computer for extended periods.
• Must have adequate vision for computer work and reviewing documents.
• Must be physically capable of lifting, up to 35 lbs., occasionally.
• Must be physically capable of occasional bending, squatting, or stooping.
• Must be able to hear and speak clearly for effective communication.
• Must be physically capable of standing for extended periods in shop environment.
• Must be physically able to be around electrical and heavy equipment.
• Must be physically capable of handling and inspecting parts.
• Must wear required PPE when in applicable areas.