Own the end-to-end warranty process (including concessions), from warranty terms to warranty scope, claim intake to resolution, and post-analysis.
Partner with business leaders to ensure accountability across their respective teams in resolving customer issues originating from their areas, ensuring timely and effective corrective actions.
Collaborate with Project Engineering, Installation, Manufacturing, R&D, and other departments to drive system improvements and reduce recurring issues.
Develop and implement strategies to reduce warranty costs while improving customer experience.
Establish clear communication channels with customers to ensure transparency and responsiveness throughout the warranty process.
Act as the primary point of contact for warranty-related blocking issues and inquiries.
Analyze warranty data to identify trends, forecast risks, and support data-driven decision-making.
Present regular updates to senior leadership on warranty performance, issue resolution progress, and improvement initiatives.
Champion a culture of ownership and ongoing improvement across the organization.

Bachelor’s degree in Business, Engineering, Quality Management, or a related field.
5+ years of experience in warranty management, customer service, or quality.
Proven engineering experience is preferred.
Lean Six Sigma or Quality certification is helpful.
Experience with direct customer contact is helpful.
Business insight paired with strong analytical skills.
Excellent communication and conflict resolution skills.
Ability to influence organizations and lead enterprise-wide initiatives.
Working experience with SAP is preferred.
Experience managing customer blocking issues, internal partner concerns, and delivering high-impact resolutions.
Experience with warranty systems, claims processing, and continuous improvement methodologies is preferred.
Ability to travel up to 20%.
Ability to thrive in a fast-paced, dynamic environment with multiple priorities.

Warranty Program Manager

Key skills