Erik Nelson: in Mequon, WI

- Accountable for technical service and warranty department for a 40 million dollar a year mountain bike component company working directly with OE's, distributors, and end consumers. - Directly responsible for the management of a warranty / monetized service center, global data collection and analysis, warranty/service/quality literature and media development. - Oversaw the Hayes dealer sales program and incorporated sales strategy into my department's daily activities. This would include the management and utilization of an upgrade program, industry deal, and suggested product purchases keeping revenue generation a departmental priority. - Created and managed a "field use" quality program / database to facilitate prompt return, root cause and production fix urgency for product with a confirmed unique issue. - Oversaw and managed an annual warranty budget of $250,000+ ensuring issues driving spikes in expenses were monitored and controlled over time to ensure global downtrend of occurrence. - Incorporated all aspects of product warranty and service of the recently purchased Reynolds brand into the Hayes business model. - Drove important policy / literature modification to ensure accuracy, optimization, and consistency between all acquired brands under the Hayes umbrella. - Monitored work procedures, work schedules, and expedited workflow to generate consistent improvement each year. - Made technical suggestions regarding modifications to documentation, product performance, and failure analysis to drive improvement over the product's life cycle. - Facilitated best user experience (end consumer, distributor, service center, and OE) through continuous support, training classes, webinars, improvements and communication of system changes. - Developed, managed, and oversaw the maintenance of warranty RMA and field quality database programs leading to improvement in product turnaround time, service quality, and data acquisition.

- International warranty processing and tech support via phone and email. - Service and product training for new employees and affiliates. - Tech procedure, literature, and video production for every new product at launch. - Product issue investigation. - Dealer salesman duties and order entry.

- Warranty repair and technical support - Engineer assistance (product prep)