Job Description
Job Description
Job Description
Job Summary: Oversee our warranty programs and technical support operations. This role is responsible for managing warranty claims, ensuring high-quality customer service for our dealers, troubleshooting technical issues, and working closely with internal teams to enhance product reliability. The ideal candidate will have a strong technical background, excellent problem-solving skills, and leadership experience to drive process improvements and customer satisfaction.
Essential Functions
- Lead a Mission driven Warranty team and/or function to meet or exceed organizational goals while creating an environment where people can be great at what they do and proud of what they have done. Monitor team performance, promote personal development, and provide them with guidance on performing individual tasks, where applicable.
- Develop, implement and maintain warranty policies, procedures and processes to ensure efficiency, consistency and compliance.
- Lead and manage Warranty team in the processing and approval of warranty claims, ensuring prompt and fair resolutions while maintaining cost control.
- Work closely with dealers, suppliers and customers to assess warranty issues and determine appropriate solutions.
- Negotiate with suppliers regarding component-related warranty claims and cost-sharing agreements.
- Oversee and manage the Return Merchandise Authorization (RMA) process, ensuring efficient handling, tracking, and resolution of returned products under warranty.
- Serve as the escalation point for complex customer concerns and warranty disputes.
- Develop, administer and maintain Dealer Repair Standards to ensure consistency and control warranty costs.
- Provide training and resources to internal staff, dealers, and customers on warranty policies, coverage guidelines and claim procedures.
- Develop or source a comprehensive warranty management system to streamline claim processing, tracking, and reporting, ensuring efficiency and accuracy in warranty operations.
- Identify and implement process improvements to enhance efficiency in warranty processing and customer service.
- Implement strategies to improve customer experience and build long-term relationships with the dealer network.
- Monitor and drive improvement in key performance metrics related to warranty claims and technical support.
- Maintain detailed records of warranty claims, analyze warranty data trends, and report findings to senior leadership.
- Reconcile warranty cost records with accounting to ensure accurate financial reporting, expense tracking, and budget alignment.
- Collaborate with manufacturing, quality assurance, engineering and purchasing teams to identify recurring defects and implement corrective actions.
- Develop and lead the technical support function to provide high-quality troubleshooting and guidance to customers and dealers.
- Develop technical support documentation, including manuals, troubleshooting guides, and training materials. (e.g. FAQs)
- Provide on-site and remote technical training to dealers and internal teams.
- Collaborate with product development and engineering teams to improve trailer design and reliability based on field feedback.
- Assist in other areas and perform other duties, as needed. (This is not intended to be a comprehensive list of activities, duties, or responsibilities required for this job.)
Qualifications and Requirements:
- Bachelor's degree in Engineering, Business, or a related field (or equivalent experience).
- Proven experience in warranty management, technical support, or a related role.
- Strong leadership skills with the ability to manage and mentor a team.
- Excellent problem-solving, analytical, and decision-making abilities.
- Knowledge of warranty management systems.
- Strong communication skills, both written and verbal.
- Ability to collaborate with cross-functional teams, including engineering, manufacturing, purchasing and sales.
- Ability to travel occasionally for dealer visits, technical support, and training sessions.
Job Tags
Remote work,