Warranty Administrator - Quality

MOBILE CLIMATE CONTROL CORP•West Manchester Township, PA

82d

About The Position

Responsible for ensuring that customer warranty claims are entered into 4CS, reviewed to be within our standards rates and times. That the item is within the warranty period, determine part return status, review returned materials and disposition accordingly. Tracking failures, trends, spikes and understanding underlying causes or failure modes. Reporting negative trends to cross functional teams to assure actions are taken to address. Working with dealers to address claims lacking data, timely reporting of failures and accuracy of the submissions. Entering adjudications of claims within 4CS and customer portals to assure proper disposition is provided within warranty agreements as well as within customer requirements where applicable. Where standard rates and terms are exceeded creating documentation to account for the reasoning and justification. Creating and presenting product failure reports from investigations. Communicating supplier driven issues to the vendor and internal groups to drive and support replacement and recovery efforts. Look for opportunities to drive down warranty costs where possible. Look for opportunities to drive vendor recovery efforts for component reliability issues, repeat similar failures and overall all manufacturer quality concerns.

Requirements

3 or more years of experience in installing, servicing, troubleshooting, and repairing commercial and/or residential HVAC/R roles.
Experience in customer/supplier quality engineer, quality testing, or engineering positions.
Knowledge of HVAC/R systems, components, and functionality.
Strong diagnostic background.
Experience in testing functionality of HVAC components to validate claims and determine next steps.
Proven complex problem-solving experience.
Effective root-cause analysis experience.
Experience working with and presenting for all levels of company and customer organizations.
Ability to lead or work within a team to review returned products, confirm failures, document findings, create presentation materials, and work with suppliers.
Strong computer/software skills.
Highly adaptable to ERP and design document control software navigation and organization.
Strong verbal and written skills.
Highly organized, maintaining evidence for results of corrective actions and action plans.
Use of basic hand tools.

Nice To Haves

Experience in manufacturing processes as an operator, line lead, assembler, or related.
Experience reading drawings, BOM documents, engineering standards, technical specifications, standards, and material specifications.
MAC’s Certification for handling refrigerants.

Responsibilities

Enter customer warranty claims into 4CS and review for standard rates and times.
Determine part return status, review returned materials, and disposition accordingly.
Track failures, trends, and spikes to understand underlying causes or failure modes.
Report negative trends to cross-functional teams to ensure actions are taken.
Work with dealers to address claims lacking data, timely reporting, and accuracy.
Enter adjudications of claims within 4CS and customer portals.
Create documentation for claims exceeding standard rates and terms.
Create and present product failure reports from investigations.
Communicate supplier-driven issues to vendors and internal groups.
Identify opportunities to reduce warranty costs.
Identify opportunities to drive vendor recovery efforts for component reliability issues, repeat failures, and quality concerns.
Create and maintain positive relationships with customers and dealers.
Develop supporting process and product-related documentation.
Provide SQE with data and evidence to pursue vendor recovery for costs associated with supplier-generated defects and failures.
Monitor and measure BCC performance against customer and end-user defined quality metrics/KPIs.
Review warranty spend data to identify areas with negative trends and top contributors.