JOB SUMMARY

MONDAY-FRIDAY 9AM-6PM

To review, manage and expedite repair parts within the standard flow of production while maintaining quality, on time delivery, and constant customer awareness throughout the process through use of phone, email and fax communication as required to update expectations on revised delivery dates or repair parts found to be Beyond Economical Repair.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Expedite and communicate appropriately when expected delivery dates are missed on the      following production status:

• Awaiting Assignment
• Dispatched to Technician
• Being Repaired

2. Communicate proactively within the expected delivery promise after production management has determined the following production status:

• Unit Unrepairable

Note:   Enhance, improve and manage this communication process and assure that our customers receive all available options through purchasing-sales-engineering as required.  Manage a process to assure that appropriate follow up has been completed and the customer is satisfied that we have tried all of our available resources.   

Report to Production management on a monthly basis in areas to follow:

• BER percentage
• Save percentage through OS, sales, Engineered replacement

3. Assist in data research and fact-finding as required to meet scheduled technician review and Performance Appraisal schedule requirements.  
4. Backup production management as required during time away from the office in key areas to follow:

• Part Time Service Writer processes and procedures included but not limited to:
• Accurate customer documentation match vs. repair parts in bin.
• Obtain new value on the repair part to be estimated per the Part Time Service Writer processes and procedures.
• Deliver estimate the day the part arrives for repair as per the Part Time Service Writer processes and procedures.  If extra time is required, notify the customer accordingly via phone that we are unable to deliver the estimate that day and explain the reason behind it.
• Standard order processing as defined in the Part Time Service Writer processes and procedures.  This includes navigation and management of the following systems: Spectrum, Dynamics and RIGHTFAX.
• Field all questions as required during Manager time away from the office to the best of your ability and with the best interest of the company in mind at all times.

May be modified from time to time.  Other duties, tasks and work may be assigned.

METRICS

As defined by the goals set forth in the monthly reviews.

• Measured through call volume (incoming/outgoing
• Complete Unrepairable status in Spectrum (measured in status)
• Physical appearance of holding shelf

PHYSICAL DEMANDS 

• Occasional sitting, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawling
• Frequent walking
• Lifting requirements include frequent lifting of up to 25 pounds

BONUS/COMMISSION PLAN

Eligible for commission after successful completion of introductory 90 days.

EMPLOYEE EVALUATION SUMMARY

Employee will be evaluated on quantitative productivity levels.  In addition to regular coaching, employee will receive the following written evaluations:

• Probationary Review -- Will be written at approximately 80 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue

• Quarterly Reviews – Employee will be given a brief written quarterly review primarily focused on quantitative performance and measurement of activity.

• Annual Reviews – Employee will be given a formal regular annual review which assesses productivity and demonstrated business skills and accomplishments for the previous period.

WORK SCHEDULE

Full Time 8-5pm, Monday thru Friday.  Additional time as required to achieve and surpass corporate initiatives and manage projects.    Come to work on time and adhere to accepted time off policies.

WORK ENVIRONMENT

The environment is a warehouse setting.  Dress attire is casual but professional in a warehouse setting.  All employees are required to wear “Radwear” (apparel with company logo) at all times once the initial supply (at company expense) has been received.  Closed toed, hard sole heels are required.  Radwell ID Badge and Access Card must be worn at all times. Employees must adhere to all Radwell Safety Requirements at all times (see safety manual posted online).

QUALIFICATIONS

• Strong organizational and management skills are required.
• General knowledge of Windows based software such as:  Microsoft Word. Excel and Outlook.
• Must be a team player with focus on department growth and process improvement.
• Must work well in a team environment with constant interaction amongst the staff.

KNOWLEDGE & SKILLS REQUIRED

• Excellent communication skills
• Strong Computer proficiency
• Being able to multi-task
• Ability to work at fast pace
• Attention to detail
• Problem solving abilities

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required
• One to Three years related experience and/or training
• Technical or Industrial product knowledge a plus

EMPLOYER'S RIGHTS

This job description does not list all the duties of the job.  You may be asked by supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.  The employer has the right to revise this job description at any time.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Required Skills Required Experience