Project Leader II, Commercial Quality & Customer Support Engineering
Work Mode: Remote
Location: Remote, USA
Opportunity
As a Project Leader – Commercial Technical Support/Customer Service Engineering, you
will be at the center of solving high-impact commercial jobsite challenges for
Kohler customers. This role blends project leadership, technical problem
solving, customer advocacy, and cross-functional influence—partnering with
Quality, Manufacturing, Engineering, Sales, Marketing, and Customer Service to
turn complex claims into clear resolutions, actionable insights, and lasting
process improvements.
In
this role, you will lead commercial
jobsite claim resolution from intake through closure, balancing customer
experience, business risk, warranty policy, and technical facts. You will
create structure around ambiguous issues, align stakeholders on priorities and
next steps, and communicate progress with clarity to business and executive
leaders. The ideal candidate is energized by complex problem solving, confident
navigating difficult conversations, and motivated to improve how work gets done
across the enterprise.
Specific Responsibilities:
- Lead
commercial jobsite claim resolution from investigation through decision,
ensuring timely, fact-based, customer-centered outcomes.
- Translate complex technical, warranty, and customer information into clear project plans, action items, status updates, and recommendations.
- Partner cross-functionally with Manufacturing, Quality, Engineering, Marketing, Sales, and Customer Service to identify root causes, drive corrective action, and prevent repeat issues.
- Manage business and executive-level communications, escalating risks, tradeoffs, and decisions at the right time and with the right level of detail.
- Interpret and negotiate Kohler warranty policies, goodwill requests, concealed damage claims, and commercial claim classifications with sound judgment and professionalism.
- Collect, analyze, and summarize claim data to identify product quality trends, emerging risks, and opportunities to improve customer experience.
- Review defective material at key wholesale distributor locations and ensure findings are accurately classified, documented, and communicated.
- Lead process improvements that make claim resolution more consistent, efficient, and scalable across the organization.
- Prepare documentation, summaries, and technical information that support decisions, corrective actions, and long-term prevention strategies.
- Serve as a trusted peer and mentor, helping others navigate complex claims, stakeholder expectations, and customer-sensitive situations.
Skills/Requirements
- Bachelor’s
degree in business, engineering, operations, project management, or a
related field
- 3+ years of relevant experience in project coordination, customer service, warranty/claims, quality, technical support, manufacturing, engineering, or a related environment.
- Experience with plumbing, commercial jobsites, wholesale distribution, manufacturing, warranty claims, or technical service preferred.
- Demonstrated ability to plan, prioritize, and coordinate multiple workstreams, risks, stakeholders, and deadlines with limited supervision.
- Strong technical aptitude with the ability to understand product issues, ask effective diagnostic questions, interpret data, and connect findings to practical solutions.
- Proven ability to manage complexity, synthesize high-volume or conflicting information, identify root causes, and recommend clear next steps.
- Strong written and verbal communication skills, including the ability to tailor messages for customers, business partners, technical teams, and executive audiences.
- Comfort balancing the needs of multiple stakeholders while protecting the customer experience, Kohler brand, business policy, and operational priorities.
- Experience negotiating difficult situations, influencing without direct authority, and gaining alignment across functions.
- Analytical mindset with experience collecting, organizing, and using data to support decisions, track trends, and drive corrective action.