Spare Parts & Warranty Claims Specialist

The Breakdown: 

The Spare Parts Developer role is a hybrid role that entails duties and responsibilities both in the development, management and forecasting of Burton’s spare parts line.as well as processing warranty claims within the warranty department.

What You Get to Do:  

Spare Parts:

• Create and maintain Burton’s yearly spare parts line, working with cross-functional departments, vendors, and suppliers to meet the organization’s spare parts needs and ensure parts BOMs are consistent with Product BOMs.
• Monitor and report key spare parts metrics including product allocation and inventory year-round.
• Manage the annual forecast for America’s spare parts buy ahead of product POs.
• Work with suppliers for ad-hoc spare parts needs for warranty centers if quality issues arise.
• Develop spare parts strategy in accordance with the Burton Trail Map and in collaboration with the Product team to ensure a seamless customer experience.
• Interface with area sales managers, guides, and wholesale partners as needed to utilize feedback on current spare parts and further development.
• Keep Guides and dealer teams within the organization updated on parts use and strategies, including but not limited to documentation updates, how-to tutorials, and annual training for new seasonal Guides.

Warranty:

• Inspect products returned to product service for all Burton brands.
• Determine claim settlements and ensure all claims are handled in compliance with Burton Snowboards' W48 policy and guidelines.
• Respond to phone calls, emails, and chats from customer service and dealer teams requesting follow-up on claims.
• Inspect returned products, determine whether the damage is covered under the warranty policy, and choose appropriate disposition consistent with Product Service policy and guidelines.
• Input required information into the system to ensure future calls can be addressed by all personnel.
• Create orders and deliveries for replacement products, spare part requests, and in-house repair inventory.
• Repair some articles when Repair Technicians are unavailable.
• Perform general clean-up of Product Service work area.
• Maintain US warranty facility parts inventory, reorder parts as necessary, and maintain facility organization and mapping.

What You'll Bring to The Team:

• Experience in customer service, Microsoft Excel, Infor M3, and Salesforce, as well as general repair skills.
• Extensive knowledge of Burton products and parts preferred but not required.

Core Capabilities That Would Help You Succeed in This Role:

• Clear written and verbal communication
• Analytical thinking – ability to review large amounts of data extract key metrics that drive our forecasting decisions for spare parts.
• Attention to detail – interpreting product BOM’s and understanding spare parts components for building of the annual spare parts line list.
• Business acumen - The ability to take a ‘big picture’ view of a situation, to weigh it up quickly, make a logical, sound decision confidently, to have a positive impact towards achieving the goals of the organization.
• Fundamental understanding of how Burton products are assembled and knowledge of key components that should be offered as spare parts for customers.

How Your Success Will Be Measured:

• Maintain proper inventory levels of spare parts
• Establish global consistency for uses of spare parts (i.e. compatibility matrix of shared parts)
• Create Training tools and documentation for global Guide teams and Burton store staff
• Help maintain W48 on warranty claims

Travel: 

• The position does not require any travel.

Work/Physical Environment:

• Working Conditions

• This position is in a typical, stationary office setting. Over 80% of the day will be spent sitting in 1 location.

• Location: On-sit, Burlington HQ
• Salaried