American Battery Solutions has a full-time opening for a Direct, Service and Warranty in Lake Orion, Michigan. Job Summary: The Director, Service and Warranty is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and continuously growing and promoting ABS' customer service portfolio. They are responsible for creating, implementing, leading, and executing the company's service and warranty strategy. This role will be responsible for being both a strategic and tactical leader for the Customer Service and Warranty team. They will need a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction. The Director, Service and Warranty needs to have experience managing service and warranty, preferably in the advanced battery, fleet or commercial vehicle, or a related industry. Responsibilities: Service * Takes ownership of customers' issues and follows problems through to resolution. * Handle complex and escalated customer service issues. * Ensure customer satisfaction with product performance and field service activities. * Assign and schedule Regional Service Technicians. * Prepare and approve quotations for field service activities. * Review and approve field service reports; provide complete and professional documentation to customers. * Responsible for after-hours and emergency 24/7 customer support. * Develop and maintain spare parts programs with cross-functional operations support. * Adhere to federal and state regulations. * Adhere to all company policies, processes, and procedures. * Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance. * Develop and present training programs and courses for key customers and stakeholders to be utilized at customer sites, factory tours, association seminars, industry events and new installations. Warranty * Resolve customer warranty claims, complaints, and service requests promptly. * Manage customer Return Material Authorization (RMA) process. * Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts. * Create customer and product warranty documentation. * Develop and implement systems and tools including web based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns. Customer Satisfaction * Champion customer satisfaction. * Track, document, and own the customer satisfaction process. * Build strong relationships with customers and represent the voice of the customer. * Ensure customer satisfaction with product performance and field service activities. Leadership and Continuous Improvement * Use data, customer insights, and root cause analytics to address product and/or process improvements and present these to other departments and senior management. * Forecast headcount and workload to ensure the team is staffed with skilled, passionate, and customer-driven team members. * Manage department financial goals, analyze variances, and initiate corrective actions. * Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations. * Adhere to federal and state regulations. * Adhere to all company policies, processes, and procedures. * Performs other duties as requested, directed, or assigned. * Predictable and reliable attendance. Position Qualifications: * Bachelor's degree in business, engineering, or a related field. * Minimum of ten (10) years of experience working in customer service or warranty * Minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians. * Minimum of five (5) years of working with complex electro-mechanical systems required. * Highly collaborative with a genuine passion for customer service. * The ability to maintain calm under pressure