Leonard Long

• Handles any/all aspects of internal and external customer warranty accounts, non-routine management, including solicitation, inquiries, and problem resolution, and may require deviation from standard procedures.
• Creates, updates, analyzes warranty metrics and warranty financial reports for the management team.
• Works directly with internal and external customers to resolve conflicts of warranty claims and/or policies.
• Often explains facts, practices, and policies to both internal and external parties. Frequently uses influence to convince both internal and external parties that have a desire to reach agreement to accept new concepts, practices, and approaches.
• Process standard and non-standard warranty claims and manage the progress through the appropriate approval process.
• Respond to internal and external customers inquiries by email, teams, or phone.
• Provides supporting warranty documentation.
• Collaborates with service and systems, operations teams, customer service, application engineering, engineering, product technical support and product sales to research and resolve warranty issues.
• Process paperwork for service labor credits against warranty labor claims.
• Ensure all required documentation is included for the claim.
• Ensure the claim is only covering Largo equipment.
• Reviews detailed labor invoices.
• Prepare credit documentation for accounting.
• Drives continuous improvement process practices for warranty processes.
• Processes and issues SQ’s for extended post sales parts warranty as appropriate.
• Review and sign off ECR’s from both a warranty and post sales perspective.
• Occasionally assist Customer Service with technical input when required on orders.
• Work with product management on updates to manuals, guides, etc.
• Ensures listings of products are maintained.
• Send notices of non-compliance if units are noted as non-compliant.
• Arrange for ETL onsite visits and P.O. issuance from either JCI or the customer.
• Work with engineering, product management, application on new product design from a customer and field related experience.
• Create documentation needed for warranty parts orders for field repairs.
• Create orders for replacement units.
• Work with engineering to determine the best solution to repair units in the field, create the parts order and then the permanent corrective action.
• Works with PPSC team on safety recalls.
• Works with the legal team as needed.
• Maintains legal documentation on all projects.
• Record retention per JCI standards.
• Negotiate $ on warranty claims.
• Interface with customers on warranty returns credits.
• Follow up with customers to confirm complete satisfaction to warranty issues.
• A3 & 8D reports completed.
• Verify partial or full reimbursements from vendors.
• Ensure all complaints and phone calls are logged into WT.
• Follow up on phone calls as required.
• Respond to emails and phone calls in a timely manner.
• Ensure customers have complete understanding of warranty policies and procedures.
• Work with Milwaukee Lab when testing of field equipment is required.
• Ensure WT is kept up to date – reports enhanced, ease of entry,
• Close and open warranty tracker records.
• Work with Milwaukee warranty team to train branches on Largo warranty process.
• Work with new reps, agents, and branches on Largo warranty procedures.
• Work with sales when something is not warranty but our customer has endured cost i.e. sales concessions etc.
• Receive warranty parts, remove packaging, and perform a preliminary inspection.
• Enter warranty parts into warranty tracker.
• Respond to customers with return(s) status.
• Document all parts testing.
• Evaluate top products being returned and provide root cause analysis.
• Work with Engineering to test various parts.
• Issue SMRR’s for suppliers to provide root cause analysis.
• Send defective material to suppliers for evaluations.
• Customer Communication
• Status on their returned warranty parts
• Parts not entitled to a credit New and unused manufactured items Damaged parts Wrong parts are returned. Parts are field abused.
• Confirm 18-month parts warranty.
• Reviews and issues documentation for warranty parts credits to accounting

Plant Production Supervisor

Supervision of the water coils department.

December 2020 - Present

Managing productivity and efficiency. Along with managing on-time delivery to final assembly to ensure water

coils are on time for a scheduled billed date. Promoting an environment that focuses on team work and plant

metrics.

Communicating with quality department, customer service, engineering, and other manufacturing departments in

Ensure the production of quality to reduce warranty defects.

Supervise quality inspectors and training of quality inspectors.

Audit all manufacturing process in plant to reduce defects and quality issues in warranty.

Conducts and review product and related design/manufacturing processes to ensure compliances of the

customer's requirements. Audit and inspect raw materials, purchased components, and products at various

stages of the production.