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 as Technical Service Manager. This position is an office based, on-site role located in Broken Arrow, Oklahoma with occasional travel required. 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.

Technical Service Manager Position Overview:

Coordinate resolution of field product issues with dealers and OEM customers and factory personnel.

Essential Functions/Responsibilities:

• Diagnose and resolve product issues with Winch 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.
• Supports the evaluation of returned products, including defect and root cause analysis.
• Assists with developing methods to perform product repairs.
• 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.
• Statewide travel 10-20% initially
• Performs other duties as assigned.

Qualifications:

• High school diploma or GED
• Minimum of 3 years coordinating resolution of field product issues with distributors, customers, and OEMs.
• Must possess mechanical experience with product and technical service knowledge.
• Excellent communication skills, verbal and written, with the capability to write and update technical publications.
• Knowledge of Microsoft Applications (Outlook, Excel, Word, PowerPoint)

Preferred Qualifications:

• Bachelor’s Degree in Engineering or technical field preferred
• Assembly and Machining Background

Physical Demands and Work Environment:

• Must remain in a stationary position (sit/stand) for extended periods.
• Must operate a computer for extended periods.
• Must have adequate vision for computer work and reviewing documents.
• Must be physically capable of lifting, up to 35 lbs., occasionally.
• Must be physically capable of occasional bending, squatting, or stooping.
• Must be able to hear and speak clearly for effective communication.
• Must be physically capable of standing for extended periods in shop environment.
• Must be physically able to be around electrical and heavy equipment.
• Must be physically capable of handling and inspecting parts.
• Must wear required PPE when in applicable areas.