Warranty Representative - Musco Sports Lighting

Warranty Representative

At Musco, the industry-leader in sports lighting, our motto is, “We Make It Happen.” There is a can-do, innovative spirit here. We are problem solvers, always up for the next challenge. While our headquarters are in Oskaloosa, Iowa, we are a global company, providing lighting solutions at stadiums, arenas, and venues in more than 125 countries.

The Musco Warranty team is currently seeking a Warranty Representative. This position will focus on monitoring Musco alarm reports from the field and follow the warranty issue through the service order system, to determine best method of delivering service to rectify the situation and meet customer’s expectations, by utilizing the best economical serviceability means. If you’re solutions-focused, detail-oriented, and a strong communicator, we look forward to hearing from you. More details about the role are below.

What you will do as a Warranty Representative:

• Monitor status of controls and monitoring system units in the field, including communication components (cellular and network connections) and control and monitoring modules (ensure they’re online and responding as programmed)
• Verbally walk customers step-by-step through a variety of checks to determine root cause of problems with monitoring system and determine if the issue requires escalation.
• Contact customer for initial follow-up support and manage the Call Report/Service Order process for fulfilling the Musco warranty expectation for the customer.
• Prioritize warranty service orders in your assigned region, and determine service needs to hire Musco technician or hire local service contractor to complete the work.
• Build relationships and databases of local contractors for service work.
• Maintain contact with customers and contractors related to timing and warranty work completion, with use of different communication methods and apps.
• Analyze and report potential issue trends (repeated issues) with product or internal systems to management in warranty, sales, engineering, production, product development, quality for further review.
• Make business decisions on best practices to complete work with financial implications and timing involved.
• Other duties as assigned.

What you need to be successful:

• Minimum Associates Degree in a technical or business related field, or 3+ years experience in related field
• Electrical/Controls knowledge a plus
• Ability to prioritize issues/projects; strong organizational skills with attention to detail; multi-task.
• Strong oral and written communication skills, including good phone skills.
• Experience working and negotiating with contractors.
• First-rate Customer Service skills, Team, and Goal oriented
• Enjoys working in a fast paced, ever-changing environment.
• Effective analysis and problem-solving skills.
• Proficiency with Microsoft Word and Excel and familiarity with internet and app programs.
• Ability to research and report findings.

Other special requirements:

• Some travel required for training purposes and building contractor base.

Who is Musco?

Musco is the global leader in sports and large area lighting solutions. We believe work should be fun – at Musco, you are part of world-class projects ranging from the London Stadium to the New Orleans Saints Mercedes-Benz Superdome to Iowa State University’s Hilton Coliseum, to major transportation hubs, to your local Little League stadium. Our Team-first culture enables us to envision, create, refine, and guarantee the best lighting systems. We are forward thinking, always striving to create the next generation of technology. A privately held company since 1976, our supportive and caring culture is based on relationships and creating value. If you’d like to work with a Team that appreciates you, and is invested in your future, Musco may be a great fit for you. The Des Moines Register named Musco an Iowa Top Workplaces recipient. Read more here - https://www.musco.com/press-iowa-top-workplace/

What does Musco offer?

At Musco we offer opportunities for meaningful work at a company you can be proud of. That includes supporting learning through on-the-job experiences and options to develop and grow through different roles within your organization. We value our Team Members and support a work-life balance with flexibility for you to volunteer in your community, attend family activities, or to simply have time to do the things you enjoy.

In addition, we offer:

• Health insurance – comprehensive plans with low out-of-pocket costs
• Generous paid time off benefits
• Profit sharing – percentage based on profitability
• 4% 401K match – immediately vested
• 100% paid Team Member premiums for life insurance and short-term disability insurance

What does Musco do?

We make a difference in your hometown and on the world stage through innovative lighting and field solutions. We do so all while working to reduce glare and protect the night sky. Musco is proud to partner with the International Dark Sky Association in offering efficient lighting solutions that help minimize light pollution. In addition, we believe helping others is a priority. If giving back is important to you, learn more about Musco’s Mini-Pitch System™ Solution in partnership with the U.S. Soccer Foundation where we’ve helped youth in underserved areas have access to more recreational opportunities.

At Musco, we make it happen and want you to be a part of it.

Join Musco where we are Team first, where possibilities come to life, and where we work on local and global solutions that matter. Together “We Make It Happen” – we invite you to apply at musco.com/careers. Stay connected with us on social media to learn more about the Musco Team.