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Customer Service Leader

Prolec-GE Waukesha, Inc
United States, Wisconsin, Waukesha
400 South Prairie Avenue (Show on map)
Aug 08, 2025

JOB SUMMARY

The Customer Service Leader is the interface between the customer and the manufacturer once the unit has been shipped. This role interfaces with field service whether the unit is a witness-assembly or install, dress and test. Included in the responsibilities are: warranty validation, field defect reporting, and customer service of warranty issues and troubleshooting.

PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Lead and supervise the Waukesha Customer Service / Warranty administration team
  • Field all trouble calls, warranty or otherwise. Calls come from customers, users, service companies including Prolec-GE Waukesha, Inc. Service, Channel Partners, consultants, etc.
  • Ship out parts for warranty and installation issues to Prolec-GE Waukesha, Inc. Service, customer, customer's contractors, etc.
  • Get price and lead time from Purchasing of parts not stocked. Enter requisition for the parts.
  • Approve vendor invoices for parts.
  • Order oil for field fills. Approve invoices for field oil and freight for field oil. Advise the Storeroom to receive oil Purchase Orders.
  • Log all FDRs into the FDR Database. Send out the weekly reports every Friday and create the monthly summary once all financial data is received.
  • Look up parts and provide quotes to customers, Service and the Components Group.
  • Part numbers will have to be looked up. Some data is on the system, some on microfilm, paper files, etc.
  • Get price and lead time from Purchasing of parts not stocked.
  • Enter sales orders for parts. All parts orders will need to be followed through to shipment. The system is manual, and nothing happens unless folks are told. This includes billing the customer.
  • Approve vendor invoices for parts. Advise the Storeroom to receive the PO and approve payment.
  • Enter Sales Orders for Engineering projects, i.e. thermal studies, substitute bushing studies, etc. Sales enter the project once the SO is in the system.
  • Enter Sales Orders for field returns. Assume the role of Project Manager for factory returns/repairs.
  • Maintain the Field Failure charts used by Sales and Marketing.
  • Create and present detailed reports showing results of warranty data analysis and work with needed functions on suggestions for performance improvement.
  • Analyze formal corrective actions taken to address identified concerns through the review of available field performance data

KNOWLEDGE, SKILLS & ABILITIES

  • Understanding of transformer shipment processes, installation and testing protocols and commissioning procedures.
  • Ability to resolve issues that arise in the aforementioned by dealing with a variety of parties both internal and external to Prolec GE Waukesha.
  • Power transformer troubleshooting experience.

EDUCATION AND EXPERIENCE

Required Education / Experience

  • Bachelor's/Technical degree or 5 years of equivalent related experience
  • Strong MS office skills
  • Problem identification and analysis skills

Preferred Education / Experience

  • Bachelor's degree in engineering
  • 10 years' experience in power transformer controls design, transformer testing, or assembly
  • Experience with TTR, DC resistance, BCT testing, PF testing, 10kV excitation, SFRA, DGA, ETM and relay operation

ADDITIONAL INFORMATION

Key Working Relationships

  • Functional Leaders: Engineering, Human Resources, Sales Operations, Sourcing, Finance
  • Field Service
  • Engineering organization, including mechanical, electrical, manufacturing and applications engineering groups
  • Operations including plant supervision, quality, planning, purchasing etc.

Physical Demands

Must be able to stand for extended periods of time

Working Conditions

Shop floor and office environment, located on large manufacturing campus.

Prolec-GE Waukesha, Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.

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