Service Administrator

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. 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.

The Service Administrator is responsible for coordinating the resolution of field product issues with dealers, OEM customers, and factory personnel. In addition to coordinating the evaluation of returned product.

Essential Functions/Responsibilities:

• Diagnose and resolve product issues with 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.
• Create documentation to aid in the identification, evaluation and movement of returned products.
• Supports the evaluation of returned products, including defect and root cause analysis.
• Assists with developing methods to perform product repairs.
• Review and create pick lists for the parts needed to perform a repair.
• 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.
• Performs other duties as assigned.

Qualifications:

• Must possess mechanical experience with product and technical service knowledge.
• Good communication skills, verbal and written, with the capability to write and update technical publications.
• Ability to read an interpret part and assembly drawing

Preferred Qualifications:

• Bachelor’s Degree in Engineering or technical field preferred
• Assembly and Machining Background
• Knowledge of Microsoft Applications (Outlook, Excel, Word, PowerPoint)

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must regularly remain in a stationary position (sit/stand) for extended periods. Employee must frequently operate a computer. Requires close vision for computer work and reviewing documents. This position may require occasional light to medium lifting, bending, or stooping. Requires ability to stand and walk on concrete shop floor for extended periods. Employee must be able to hear and speak clearly for effective communication. Must be able to travel via automobile and aviation. Must have the ability to wear required PPE.

Arrowhead provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, military and/or veteran status, disability, or any other characteristic protected by federal, state, or local laws in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. If accommodation required, contact HR at 918-259-3259.