At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead.
PURPOSE AND SCOPE
Provide technical assistance to representatives, technicians and customers to assure consistent installation, troubleshooting and support of engineered products in the field. This position is responsible for ensuring customer satisfaction and promoting positive representative relations. Work with manufacturing and engineering to improve quality and manufacturability and reduce the cost of current production product. Initiate and develop new product ideas to provide for further growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Process customer / representative issues that arise from use of the product and technical training. Also, communicate trends and issues to Engineering, Purchasing, and Manufacturing departments as well as coordinate requests for replacing defective parts.
Effectively process / authorize Purchase Orders for customer service and warranty claims per established policies and procedures. This includes product troubleshooting over the phone. Requires ability to work within the established policies and procedures - using independent judgement where appropriate.
Effectively process / document all calls within both the Call log and the CSMS data base.
Review standard labor times and recommended stocking lists on an annual basis.
Authorize claims per established policies and procedures. Work with representatives to develop a mutually acceptable resolution.
Develop owner's manuals, technical bulletins and field "tech tips". Ensure written product communications are accurate and understandable.
Plan, coordinate and implement service training on the divisional product line to enhance knowledgeable and professional field servicing. This includes developing tests, visual aids, and creating electronic presentations / tools to be used for training. Also, properly maintain training equipment as well as the training facility.
Assist with new product technical rollouts, preparing presentations, handouts, etc., as well as travel to representative offices as required.
Act as a resource to engineering, purchasing and manufacturing in new product development by providing input on the serviceability and longevity of new products. Assist the Engineering department in making new product improvements and Purchasing / Manufacturing to reduce potential costs, while maintaining acceptable product performance.
Assist with sales calls and fly-ins when necessary to act as a technical consultant / trainer. In addition, demonstrate products and describe their technical merits and basic S.O.S. to the customers.
Resolve shipping problems/issues when shipments are missing, damaged, shorted or shipped to incorrect address.
EDUCATION and/or EXPERIENCE
Associate's degree (AA) in a relevant technical field combined with two years warranty administration experience; or equivalent combination of education and/or experience.
Prior experience within the Rite-Hite organization in a Service, Installation, Engineering, or manufacturing role preferred
KNOWLEDGE / SKILL REQUIREMENTS:
The ideal candidate will demonstrate:
Excellent organizational, negotiation skills and problem-solving skills
Ability to use and read engineering drawings and schematics
Working knowledge of electrical control circuits and fluid power.
Working knowledge of Microsoft Outlook, Microsoft Word, Microsoft Excel, AS400, AutoCAD, Solid Works, JD Edwards Enterprise One, Excel and MS Word preferred.
Experience with accessing and manipulating e-files (i.e. E-Trunk) a plus.
Ability to travel overnight up to 20%
Must possess or rapidly acquire a firm working knowledge of all supported product lines
SUPERVISORY RESPONSIBILITIES:
None.
What We Offer
At Rite-Hite, we take care of our people – because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:
Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
Time for You: Paid holidays, vacation time, and personal/sick days each year.
Join us and build a career where you’re supported – at work and beyond.
Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.
Skills Required
- Associate degree in a relevant technical field or equivalent combination of education and experience plus two years warranty administration experience
- Ability to use and read engineering drawings and schematics
- Working knowledge of electrical control circuits and fluid power
- Ability to process and authorize purchase orders and warranty claims per established policies and procedures
- Experience documenting and processing calls in call log and CSMS database
- Excellent organizational, negotiation, and problem-solving skills
- Ability to travel overnight up to 20%
- Must possess or rapidly acquire firm working knowledge of all supported product lines
- Prior experience within Rite-Hite in Service, Installation, Engineering, or Manufacturing
- Working knowledge of Microsoft Outlook, Word, Excel, AS400, AutoCAD, SolidWorks, JD Edwards EnterpriseOne
- Experience accessing and manipulating e-files (E-Trunk)
Rite-Hite Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Rite-Hite and has not been reviewed or approved by Rite-Hite.
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Retirement Support — Retirement program includes a 401(k) with company match alongside a separate profit‑sharing component. This combination is consistently positioned as a standout element of the total rewards package.
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Healthcare Strength — Benefits materials describe multiple medical plan options with dental and vision, plus HSA/FSA support and company‑paid disability and life insurance. The breadth of core health coverage and protections enhances overall perceived value.
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Leave & Time Off Breadth — Time‑off offerings include paid vacation, paid holidays, personal days for eligible roles, paid parental leave, and company‑paid short‑term medical leave. The depth of leave programs contributes meaningfully to total compensation appeal.
Rite-Hite Insights
What We Do
Rite-Hite, headquartered in Milwaukee, Wisconsin USA is a world-wide leader in the development, manufacture, and sale of loading dock safety systems, industrial door solutions and in-plant products. All of our products are designed for maximum safety, productivity, efficiency and reduced energy costs at your facility. Rite-Hite's complete product line includes hydraulic, mechanical and air-powered dock levelers, vehicle restraints, light communication systems, truck levelers, dock seals and shelters, high speed doors, cooler/freezer doors, traffic/impact doors, machine safety doors, safety barrier systems, industrial HVLS ceiling fans and a complete line of aftermarket parts, accessories, and service. Rite-Hite is focused on providing solutions for you. From developing the Dok-Lok in 1980 to prevent premature trailer separation to the innovative Rite-Vu Light Communications system introduced in 2009 to protect pedestrians and forklift drivers, we're innovative to make you safer, more efficient and productive. Careers If you would like to explore career opportunities with Rite-Hite, please apply online at www.ritehite.com
