Position Summary

Oversee project warranty management for jobs that have been turned over from construction to service, ensuring that all issues are addressed, any claims are processed efficiently, and customer satisfaction is achieved. Serves as the customer's primary point of contact and acts as a key liaison between subcontractors, manufacturers, vendors and internal departments. Supports sales to convert project end-users to Southland LifeCycle service customers.

Position Details

• Warranty turnover program management – Proactively engages with internal project teams to develop site-specific equipment, systems and sequence knowledge, as well as initiate end-user customer relationships with the service team. Serves as the primary point of contact for service solutions for both internal and external partners.
• Performs the role of “First Responder” to any warranty claims and reported installation or performance issues. Partners with the project team to determine the root cause, validate responsible party(ies), and provide the necessary support to get the claim resolved, ensuring customer satisfaction.
• Leads warranty contract review meetings. Ensures that any costs incurred during warranty are discussed to determine lessons learned from issues with manufacturers, products or installation methods, as well as to capitalize on identified sales opportunities.
• Proactively meets with customers to ensure customer satisfaction, introduce OEM recommended service offerings and resolve any pending complaints or issues.
• Develops ongoing service relationships with warranty customers to engage sales through “demand-based service” response, “in warranty” and/or “multi-year” service agreements.
• Works with the Service Supervisor(s) and maintain regular communications relevant to manpower planning, tools and resources required to complete field service and emergency response work. May provide direction and supervision to assigned service technicians.
• Performs safety evaluations to identify any risks and works to remedy the situation or escalate as appropriate.

Qualifications

• High School degree or GED
• 5 years of progressive experience performing service maintenance, repair and installation work within mechanical industry
• OSHA-30 certification (must be obtained within six months of hire)
• Strong knowledge of business/industry practices, processes and standards
• Strong organizational and problem-solving skills
• Strong communication skills
• Working knowledge of Microsoft Office
• Knowledge of safety and OSHA rules and regulations

Benefits

As a 100% employee-owned company, we offer a comprehensive benefits package for you and your family:

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&D insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

About Southland Industries

As one of the nation’s largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation. If you want to join a fast-paced environment where you’re engaged, challenged, and valued, apply now to join our dynamic team.

To learn more about careers at Southland, explore our career opportunities, follow us on social media, and check out our website.

Southland Industries and all its subsidiaries are an Equal Opportunity Employer **** and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

Contingent Employment: All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

External Agency Announcement : Its Southland Industries' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).

Required Skills

Required Experience