Assistant Director of Field Service and Warranty

US Secretary of Energy, Jennifer Granholm said, “With what Virginia Transformer is doing, they are at the center of how we’re going to build out the backbone of our clean energy future.”

Virginia Transformer and Georgia Transformer Corp., is “the engineering firm that makes transformers.”

We are the largest US-owned manufacturer of electric transformers in North America and have been helping to secure the reliability and resilience of our country’s electric grid for more than 50 years. We produce power transformers for any conceivable application – GSU, substations, auto-transformers, grounding transformers, drive duty, rectifier, exciter, voltage regulator, and other.

The company is experiencing steady and sustained growth and serves every part of US industry from its six state-of-the-art North American facilities. We are actively looking for individuals who want to be part of a high-growth company and who want to share in the pride we have in ensuring American manufacturing continues to flourish. Without reliable power, manufacturing cannot operate. That is where we – and you – come in. Join us.

Location: Roanoke, Corporate Office; must be able to relocate, competitive relocation package offered. This is an onsite role without remote or hybrid options.

Position Title: Assistant Director of Field Service and Warranty

Position Overview: The Assistant Director of Field Service and Warranty is responsible for overseeing and enhancing the field service operations and warranty management functions. This senior leadership role focuses on managing customer warranty issues with immediate response and resolution, coordinating field service activities, and ensuring customer satisfaction through proactive engagement and feedback management. The Assistant Director will lead a dedicated team, handle complex service contracts, and drive continuous improvement in field operations to support organizational excellence and customer retention.

Key Responsibilities:

1. Customer Warranty Management:

• Oversee the management of all customer warranty issues, ensuring prompt and effective resolution to meet customer expectations.
• Develop and implement strategies to streamline the warranty process, minimizing downtime and enhancing customer satisfaction.
• Maintain a comprehensive record of warranty claims and resolutions, identifying patterns and areas for improvement.

2. Voice of the Customer Management:

• Act as the primary point of contact for field feedback, capturing the “Voice of the Customer” to drive improvements.
• Work closely with plant operations to translate customer feedback into actionable preventive measures.
• Lead initiatives to enhance product quality and customer experience based on field feedback.

3. Field Service Operations Management:

• Manage the scheduling, deployment, and performance of the field service crew, ensuring efficient and effective service delivery.
• Oversee the maintenance and availability of service equipment, ensuring readiness for deployment at all times.
• Develop and implement standard operating procedures for field service activities to maintain high operational standards.

4. Field Service Contract Management:

• Oversee the administration of field service contracts, ensuring compliance with terms and alignment with customer requirements.
• Negotiate and manage service agreements with customers, focusing on value delivery and customer satisfaction.
• Monitor contract performance and implement improvements to optimize service delivery and profitability.

5. Strategic Leadership:

• Provide visionary leadership to the field service and warranty teams, fostering a culture of excellence and continuous improvement.
• Lead the development and execution of long-term strategies for field service operations and warranty management.
• Inspire and motivate the team to achieve high performance and align with the organization's strategic goals.

6. Customer Satisfaction and Relationship Management:

• Ensure exceptional service delivery that meets or exceeds customer expectations.
• Build and maintain strong customer relationships, serving as a key point of contact for escalations and critical issues.
• Champion initiatives to improve customer satisfaction metrics and foster a customer-centric approach within the team.

7. Process Optimization and Improvement:

• Identify and eliminate process bottlenecks in field service and warranty management, driving operational efficiency.
• Develop and refine processes to enhance response times, service quality, and customer satisfaction.
• Lead continuous improvement initiatives to streamline workflows and optimize resource utilization.

8. Performance Management and Accountability:

• Monitor and manage the performance of the field service and warranty teams, ensuring high standards of service delivery.
• Implement performance metrics and conduct regular reviews to assess team effectiveness and drive professional development.
• Ensure timely and effective resolution of service and warranty challenges, maintaining accountability for results.

9. Cross-Functional Collaboration:

• Facilitate effective communication and collaboration between field service teams, plant operations, and other stakeholders.
• Act as a liaison between customer-facing teams and internal departments to support coordinated efforts and successful outcomes.
• Promote a culture of teamwork and information sharing to drive collective success.

10. Contract Compliance and Risk Management:

• Ensure all field service and warranty activities comply with contract terms, regulatory requirements, and company policies.
• Proactively manage risks by identifying potential issues early and developing mitigation strategies.
• Conduct regular reviews of contract deliverables and compliance status to ensure alignment with business objectives.

Other Requirements:

• Strong leadership, communication, and interpersonal skills.
• Advanced proficiency in reporting, planning, and Microsoft Office applications.
• Ability to lead and influence cross-functional teams and drive organizational change.
• Excellent problem-solving skills with a proactive approach to issue resolution.

Qualifications:

• Extensive experience in field service management, warranty administration, or a related field, with a track record of leadership in a senior role.
• Proven ability to manage and optimize complex processes and workflows.
• Strong background in developing and implementing standard operating procedures.
• Demonstrated capability to manage multiple high-priority projects in a fast-paced environment.
• Experience in a manufacturing, engineering, or similar technical setting is highly desirable.
• Bachelor’s degree in Business Administration, Engineering, or a related field; advanced degree preferred.