Warranty Repair Technician

YETI•Bozeman, MT

2d•Onsite

About The Position

The Warranty + Repair Technician III plays a critical role in ensuring the highest standards of product repair and customer satisfaction. This role requires advanced technical expertise, independent decision-making, and a proactive approach to process improvement. As a member of the Warranty + Repair team, the Technician III will complete complex repairs, mentor junior technicians, and contribute to the evolution of department practices and product quality. MYSTERY RANCH’s industry roots are in gear repair. We proudly continue the tradition by studying everything that comes into the shop and using what we learn to improve. As a result, our packs are built to endure and often handed down sentimentally over generations. The MYSTERY RANCH Warranty + Repair Team endeavors to keep packs on backs and out of landfills. This individual will work directly with the W+R Supervisor to ensure the timely return of expertly repaired products and provide best-in-class customer support.

Requirements

4 years of relevant experience in warranty repair or a related technical field.
Demonstrated mastery of Mystery Ranch/YETI product repair techniques and quality standards.
Proven ability to resolve complex repair issues independently.
Strong leadership and mentoring skills.
Advanced knowledge of production sewing, post-sew inspection, and repair tooling.
High proficiency in NetSuite, MS365, Centric, and other relevant systems.
Exceptional communication and interpersonal skills.
Strong organizational and problem-solving abilities.
Ability to manage multiple priorities and adapt to shifting demands.
Passion for YETI’s mission and commitment to delivering best-in-class customer service.

Responsibilities

Independently perform advanced repairs using specialized tools and techniques (e.g., industrial sewing, heat press, ultrasonic welding).
Serve as a technical resource and provide procedural guidance to Technician I and II team members.
Lead resolution of complex warranty cases, applying deep product knowledge and sound judgment.
Identify and implement process improvements to enhance repair efficiency, quality, and customer satisfaction.
Collaborate with Product Quality and Engineering teams to provide detailed feedback on recurring product issues and design enhancements.
Conduct root cause analysis on high-impact warranty cases and document findings.
Develop and maintain advanced training materials and SOPs for new products and repair techniques.
Manage high-volume repair projects, including fire pack repairs, ensuring timely and accurate completion.
Independently determine warranty eligibility and communicate decisions clearly to customers and internal teams.
Build and negotiate fire repair invoices with fire crews, ensuring transparency and alignment with YETI’s shop rate and procedures.
Maintain a clean, organized, and safe work environment, modeling best practices for the team.
Support raw material sourcing and inventory management in collaboration with the W+R Supervisor.
Regularly interact with customers and leadership, handling sensitive and confidential information with professionalism.
Stay current on new product releases and repair technologies, continuously expanding technical expertise.