Warranty Support Team Lead - Springfield, OH

Konecranes•Springfield, OH

5d•Hybrid

About The Position

The Warranty Support Team Leader oversees the resolution of internal and external customer warranty claims for Konecranes-branded products while ensuring the Warranty Support team is equipped and supported to perform their daily responsibilities effectively. This role ensures accurate data capture and reporting to enable organizational insights and support continuous improvement initiatives. The Team Leader also serves as the primary escalation point for complex warranty events, providing guidance, coordination, and additional support throughout the claim resolution process.

Requirements

Strong problem-solving, organization, and communication skills.
Ability to align warranty activities with broader company objectives.
Enabling effective communication and collaboration with all stakeholders.
Associate degree or relevant industrial experience.
2-5 years of experience with Konecranes systems and process knowledge specifically related to warranty handling.

Responsibilities

Serve as the first point of contact for incoming warranty inquiries from Service and Project Management teams.
Assess and validate warranty events to determine whether they qualify as legitimate warranty claims.
Initiate, document, and process claims within designated warranty management systems.
Track and manage active claims, identifying those that require prioritization, escalation, or additional support.
Maintain accurate and timely records within system tools to ensure data integrity and visibility.
Collaborate with internal experts and problem solvers to address technical issues and drive resolution.
Provide regular updates to stakeholders on claim progress and expected resolution timelines.
Reconcile and formally close claims once resolution has been confirmed.
Manage and achieve individual warranty support KPIs, ensuring performance expectations are met.
Compile, monitor, and report monthly team KPIs for the Warranty Support group.
Partner with management to balance and allocate FQI workload effectively across the team.
Support the team by resolving escalated issues raised by Warranty Support Specialists.
Identify and communicate recurring quality trends to supply chain and supplier representatives.
Escalate high-impact or high-visibility issues promptly to the CTO management team.
Coordinate and oversee the initiation of new FQI events, serving as the central point of contact.
Perform other duties as assigned.

Benefits

Medical Plan
Dental
Vision
401k plan with a match from day one
identity theft protection
accident insurance
travel insurance
2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.
5 days of Sick Leave per year. Pro-rated the first year after 90 days of service
10 paid holidays per year