Warranty Operations Team Leader

Trane Technologies•Davidson, NC

10d•Hybrid

About The Position

The Warranty Operations Team Leader is responsible for the Supply Business warranty-claims process from intake through disposition, ensuring consistency and accuracy. This role serves as a primary point of contact for internal and external customers with claim questions and exceptions, supporting positive customer experiences. The Team Leader guides a team of processors to ensure complete claim records, timely reporting, and issue resolution. The position reports to the Supply Warranty and Field Quality Leader. The role is onsite Monday through Thursday, with flexibility to choose the work location on Fridays based on work requirements. Responsibilities include claim review and processing, team leadership and training, customer inquiry resolution, documentation follow-up, queue management, escalation, supplier-recovery coordination, and contributing to improvements in standard work and processes.

Requirements

Associate’s degree or equivalent relevant experience in warranty administration, customer support, service operations, or claims processing.
Ability to review detailed records, apply written requirements, and maintain accurate, confidential documentation.
Comfort using Microsoft Excel and standard business applications.

Nice To Haves

Experience working with case-management, ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), and warranty systems.

Responsibilities

Review, validate, document, and process Supply warranty claims according to applicable policies, coverage terms, approval limits, and standard work.
Lead a team of processors to meet service level agreements and provide training for warranty claim support.
Check claim data for completeness and consistency, including product and serial information, causal part, condition found, work performed, failure details, and supporting records.
Resolve routine claim inquiries from internal partners, dealers, service providers, and other authorized contacts; route technical, policy, or financial exceptions to the appropriate owner.
Identify missing information and follow up for required documentation, such as invoices, photos, service records, or technical reports, according to claim type.
Maintain accurate case notes and status updates; support return-material, audit, and other claim workflows when assigned.
Monitor assigned queues, manage work to service expectations, and escalate aged, high-risk, repeat-failure, or disputed claims.
Coordinate with the Supplier Recovery Specialist when claim facts, parts, or supplier responsibility may support recovery.
Contribute to standard work updates and report recurring data, process, or system issues.