Support Lead Jobs in Ohio

Company Description

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community, and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

Job Description

JOB POSITION SUMMARY

The Warranty Support Team Leader oversees the resolution of internal and external customer warranty claims for Konecranes-branded products while ensuring the Warranty Support team is equipped and supported to perform their daily responsibilities effectively. This role ensures accurate data capture and reporting to enable organizational insights and support continuous improvement initiatives. The Team Leader also serves as the primary escalation point for complex warranty events, providing guidance, coordination, and additional support throughout the claim resolution process.

Responsibilities:

- Serve as the first point of contact for incoming warranty inquiries from Service and Project Management teams.
- Assess and validate warranty events to determine whether they qualify as legitimate warranty claims.
- Initiate, document, and process claims within designated warranty management systems.
- Track and manage active claims, identifying those that require prioritization, escalation, or additional support.
- Maintain accurate and timely records within system tools to ensure data integrity and visibility.
- Collaborate with internal experts and problem solvers to address technical issues and drive resolution.
- Provide regular updates to stakeholders on claim progress and expected resolution timelines.
- Reconcile and formally close claims once resolution has been confirmed.
- Manage and achieve individual warranty support KPIs, ensuring performance expectations are met.
- Compile, monitor, and report monthly team KPIs for the Warranty Support group.
- Partner with management to balance and allocate FQI workload effectively across the team.
- Support the team by resolving escalated issues raised by Warranty Support Specialists.
- Identify and communicate recurring quality trends to supply chain and supplier representatives.
- Escalate high-impact or high-visibility issues promptly to the CTO management team.
- Coordinate and oversee the initiation of new FQI events, serving as the central point of contact.
- Perform other duties as assigned.

REQUIRED SKILLS & COMPETENCIES:

- Strong problem-solving, organization, and communication skills.
- Ability to align warranty activities with broader company objectives.
- Enabling effective communication and collaboration with all stakeholders.

EDUCATION & EXPERIENCE:

- Associate degree or relevant industrial experience.
- 2-5 years of experience with Konecranes systems and process knowledge specifically related to warranty handling.

Additional Information

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service.

Holidays: 10 paid holidays per year.

Konecranes moves what matters. Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16,000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.