Warranty Manager

NOVAE LLC • Middlebury, IN

106d

About The Position

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.

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.

Responsibilities

• 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.
• 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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees