Project Leader II, Commercial Quality & Customer Support Engineering

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.
  
• Composure, persistence, and sound judgment in high-pressure or ambiguous situations.

#LI-SW1

#LI-Remote

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

We believe in supporting you from the moment you join us, which is why Kohler offers day 1 benefits. This means you’ll have access to your applicable benefit programs from your first day on the job, with no waiting period. The salary range for this position is $77,200 - $117,300. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus/variable incentive compensation.

Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us
It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com.  Kohler Co. is an equal opportunity/affirmative action employer.