Carl Osterhaus

WORK HISTORY

EDUCATION

ABOUT CARL OSTERHAUS

Set strategy, lead and supervise the Siteworks technical support function. Develop and implement strategies to grow, develop and strengthen the Siteworks Dealer service organization. Provide leadership for all technical service support activities including customer technical inquiries, preparation of service bulletins and service training schools. Manage staff to provide quick response for phone calls related to all aspects of service support and technical product problem resolution. Oversee in-house and field customer related technical assistance, Dealer and Rental customer technical support, and training material development. Work with engineering, marketing, test, quality and manufacturing to ensure that the field problems are resolved in a timely manner. Participate in new product development and project approvals to insure serviceability issues are taken into consideration and field failure experiences are included in the product development process. Manage the development of service procedures for use by authorized service dealers. Obtain feedback from the field regarding product issues and resolve issues. Analyze and evaluate data to identify origin of field failures and recommend corrective action. Manage \"Early Warning\" reports and other field feedback for safety and reliability issues. Provide product issue and rework status updates to Division Management. Determine warranty parts to be returned from the channel for evaluation and testing. Drive higher quality from component vendors. Monitor and evaluate warranty and product rework costs to identify areas of concern and define corrective actions.