Prince Castle
  • 05-Dec-2017 to 28-Feb-2018 (CST)
  • RBI (027)
  • IL, USA
  • Full Time

Company Description: Prince Castle is an innovative and diversified global food service equipment manufacturer focused on product development and bringing new technology to the market. Our core customer base includes iconic brands such as McDonald's, Starbuck's, Dunkin' Donuts, Burger King, Panera and Chik fil A. Prince Castle is part of the Marmon Group of companies, owned by Berkshire Hathaway.

Job Description Summary

Reporting to the VP of the RBI business unit, this position is responsible for the successful after sale experience of customers by conducting equipment technical training in the field, assisting in the care of the domestic service networks through performance measurements, and coaching service providers on administrative requirements; i.e. warranty claim submission.  Responsible for the development of relationships with key customers and sales representatives externally and internally within Prince Castle as a cross functional and active administrator as it relates to technical services support.  Interfaces with Operations and Engineering on product issues related to manufacturability and reliability.  Administrative duties include the technical assistance line, warranty claim action and analysis, report generation, trend analysis, and field trip and service analysis.  Will work with cross functional departments to solve issues, improve quality, and reduce warranty spend costs to meet corporate warranty metrics and goals.  Travel as required.  Represents the function and the company at corporate meetings and key customer functions and/or trainings. 


Essential Duties and Responsibilities

  • Ownership of customer field support activities; information flow, relationship development and value added services provided to customers with the aid of internal cross functional areas such as engineering, operations, and sales.
  • Manage and develop Authorized Service Agents (ASA) throughout assigned area of the world, which includes interviewing, hiring, contract negotiation and training of Prince Castle Authorized Service Agents.
  • Address complaints and resolve problems in a timely manner ensuring that the appropriate ASA is providing our customers professional service.
  • Establish and update service training for ASA's, handle customer issues and maintain relationships ASA's, Key Equipment Suppliers (KES) and end user customers.
  • Assist independent network by conducting performance reviews, inventory assessment, reliability issues, etc.
  • Assist network providers in warranty claim processing and technical library maintenance.
  • Interact with Sales and Engineering to resolve warranty questions, parts replacement and other items related to the service of customer products.  Identify warranty trends and communicate with Engineering and Sales to ensure that rising trends are handled quickly and at the right level.
  • Review and approve ASA warranty invoices ensuring that all invoices are processed in a timely manner.
  • Develop and implement an ASA auditing process as needed.
  • Perform technical training on Prince Castle products.
  • Resolve field issues and problem situations in the field.
  • Support in house technical assistance network, assess and process warranty claims, and maintain charts and data related to field performance.
  • Train and advise technical staff within assigned area of the world with regard to warranty policies, procedures and expectations.
  • Development training material, service manual and PM cards in partnership with Engineering and Operations.
  • Develop required parts list/kits prior to new product launches in partnership with Engineering, Procurement and Parts
  • Develop QR Codes and web-training material for service agents and self-installs
  • Administer field and in-house training sessions.
  • Provide initial warranty failure data by model and part number to Engineering and Sales in a timely manner for further in-depth analysis by Engineering.
  • Support all new product field tests and installs in partnership with Engineering and Sales serve as primary with Engineering for support call during Alpha, Beta and Preproduction test phases.
  • Prepare reports on warranty costs, component failures and service agency performance.
  • Support Sales at various training and trade show events as required.
  • Other tasks and /or duties as assigned.


Qualifications and Competencies

Minimum degree and required experience:

  • Bachelor's degree from an accredited four year university preferably in a technical discipline. 
  • Competency with electronics and mechanical functions for trouble shooting.
  • Three plus years of foodservice equipment industry experience and/or warranty claims experience preferred.

Specific skills/competencies required:

  • Language Skills: Ability to read and interpret general business periodicals, professional journals, technical manuals/procedures, or government regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of mangers, clients, customers, service technicians, distributors, and the general public.
  • Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and engineering concepts.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
  • Reasoning Ability:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Analytical Ability:  Ability to identify warranty trends due to design or manufacturing issues or customer issues, determine root causes of the problems, and communicate solutions to Engineering and Operations to improve quality and decrease warranty costs.
  • Strong interpersonal skills:  ability to establish rapport and develop relationships with customers, technical service technicians, distributors, and internal colleagues.  Ability to work cross functionally with a variety of in house functional areas, external service providers, and customers.
  • Good organization skills:  must be able to manage a variety of project simultaneously  and prioritize workflow
  • Must be highly organized, detail-oriented, accurate, and timely.
  • Working knowledge of Microsoft Suite (Word, Excel and PowerPoint) required.
  • MAS500 experience a plus.


Prince Castle is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, nation origin, age, sexual orientation, gender identity, protected veteran status or disability status.

Prince Castle
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