Lead Warranty Specialist

Innio•Waukesha, WI

17h•Hybrid

About The Position

The Lead Warranty Specialist will manage the warranty claim process for INNIO Waukesha Gas Engines Inc. product offerings, ensuring fair and timely resolution for both the business and the customer. This role is responsible for investigating mechanical and electrical component failures, supporting root cause analysis and continuous improvement initiatives, and providing detailed reporting.

Requirements

Bachelor’s degree from an accredited university, or an associate degree in a technical field with 5 years of experience in a technical customer service role
Minimum of 4 years of experience servicing and troubleshooting internal combustion engines and/or power generation equipment
Minimum of 1 year of experience working with Salesforce
Ability to work in both office and shop environments, including standing, sitting, walking, reaching, lifting, climbing, and other physical activities as required
Ability to use hand tools and testing equipment
Previous experience working with warranty in an industrial environment
Self-motivated with the ability to multitask and manage various customer events and activities
Strong customer focus with the ability to understand and respond to customer needs
Interpersonal communication skills
Ability to work across organizational boundaries and collaborate with cross-functional and cross-regional teams
Demonstrated strength in written and oral communication
Proficiency in Microsoft Word, Excel, and PowerPoint
Strong attention to detail and accuracy

Nice To Haves

Ability and willingness to travel up to 30%

Responsibilities

Managing the warranty claim process and negotiating fair settlements that are satisfactory to both the business and the customer
Overseeing the return and disposition of material as needed to support warranty claims
Inspect, analyze, and test both mechanical and electrical components as needed
Reading and interpreting documents such as safety rules, operating and maintenance instructions, repair and overhaul instructions, engineering and quality reports, Engineering Change Requests, prints, standard operating instructions, and testing documents
Ensuring all documentation and supporting evidence is obtained to support root cause analysis, vendor recovery, continuous improvement, and related activities
Developing and delivering technical presentations and reports on root cause analyses to support claim adjustments and/or denials
Using Salesforce case management tools to report and track product issues
Driving customer satisfaction through a strong commitment to quality
Facilitating warranty service and parts order entry and shipments
Participating on teams such as NPI, special task forces, and other cross-functional teams as requested
Working with finance to develop monthly reports and quarterly statements
Performing duties in compliance with all applicable INNIO quality procedures and work instructions
Contributing to the INNIO Waukesha Service Continuous Improvement process, including CI boards, participation in RCAs, and lessons learned from cases