Tire Warranty Tech - SUMITOMO RUBBER NORTH AMERICA INC

POSITION SUMMARY

This position is responsible to inspect warranty return products to determine if they meet specified standards and specifications, and process reports to ensure proper credits are issued to dealers. Uses specified inspection and testing methods, techniques, equipment, and facilities, and establishes controls to ensure security and timely processing after claim receipt.

ESSENTIAL JOB FUNCTIONS

• Tire Failure Analysis
• Claim Processing
• Technical Inquires
• Tech Shop Equipment
• Dealer Training
• Tire Mounting & Balancing

PRINCIPAL TASKS

1. Conduct daily inspections and physical processing of returned warranty adjustment tires, ensuring correct evaluation and coding of claim tire conditions to include verifying dealer information, tire identification, DOT, and mileage percentages.
2. Prepare weekly written reports on collected tires from the QA Collect List of high-interest tires.
3. Maintain technical center tire service and mounting equipment, ensuring all equipment is fully operational and safe.
4. Tire Mounting and Balancing of monitor Test tires and special projects.
5. Travel to dealer, consumer, or fleet locations to follow-up on product complaints or department survey requirements, and produce reports on technical findings and action recommendations.
6. Provide routine technical and warranty procedural guidance to dealers and customers as required, including training visits to dealer sites.
7. Responsible for the collection and shipping of tires as requested by upper management.
8. Responsible for any other additional duties as assigned my Management.

MAJOR CHALLENGES
1. Must be highly proficient in the routine use of tire mounting, balancing, and other service machinery and in maintenance requirements for that equipment.
2. Must be forklift certified and skilled in safe usage.
3. Must have good analytical skills, common sense, and good reasoning skills. Must know tire manufacturing technique and procedures for analytical purposes.
4. Must be proficient in MS Office programs and technical report writing formats.
5. Must be able to communicate effectively with diplomacy and tact.

SCOPE OF AUTHORITY AND INTERNAL/EXTERNAL CONTACTS
1. Frequent contact with internal and external customers.
2. Authorized to make out-of-program warranty credit, and document by Authorization Number on an individual consideration basis, based on analysis, facts and SRNA business interests.

COMPETENCIES

• Achievement Orientation
• Customer Value Management
• Product Analysis
• Accounting and Reporting
• Attention to Detail
• Ensuring Accountability
• Problem Solving/Decision Making
• Product and Technical Knowledge
• Territory Management

MINIMUM QUALIFICATIONS

WORK EXPERIENCE: Five (5) years tire industry technical experience in tire damage condition analysis, and automotive maintenance, alignment, and service requirements.

ACADEMIC/TRAINING: A High School Diploma or equivalent, as well as Automotive and/or Tire Technician Training is preferred, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

SKILLS: Must be proficient in MS Office (Word, Excel, PowerPoint and Outlook), as well as a database application used for reporting. Must be detailed oriented and self motivated, excellent analytical skills, and be detail-oriented. Must have strong communication, negotiation and interpersonal skills.

PHYSICAL DEMANDS: Must be able to stand, sit, move, and use fingers for extended periods of time. May require walking primarily on a level surface, reaching above shoulder heights and below the waist, as well as lifting up to 100 pounds.

WORK ENVIRONMENT: The work environment is typical of an office environment where the air is controlled and kept at mild temperatures. During inspection and technical activities incumbent will be routinely required to work in a typical warehouse environment, with forklifts moving tire pallets, using propane and/or electricity, with a strong smell of tires. During external testing, event support, and survey activities involving vehicles and test equipment, incumbent will be exposed to weather extremes and temperatures.

The Physical Demands and Work Environment described herein represent the environment and physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.