Warranty Manager
Company: The Shyft Group
Location: Bristol
Posted on: May 15, 2022
Job Description:
SUMMARYThe Warranty Manager is responsible for leading and
managing all aspects of the Warranty function including the
effective execution of Warranty Management System, Data Analytics,
Problem Solving, Regulatory and Compliance Reporting, Warranty
Terms & Conditions and Field Warranty Management. This position
will champion the continuous reduction of warranty expense by
reducing and eliminating customer warranty complaints through
problem solving, continuous improvement and implementing lessons
learned. This position will serve as the acting as the subject
matter expert and the source of associated knowledge for the
company.JOB RESPONSIBILITIES
- Define and implement an industry-leading warranty management
system and associated processes
- Monitor the effectiveness of warranty processes by analyzing
data and KPI's resulting in a warranty scorecard
- Ensure warranty management process compliance to AIAG's CQI-14
(Consumer-Centric Warranty Management Guideline)
- Facilitate the problem solving process by utilizing warranty
data to continuously reduce warranty expense
- Oversee the management of warranty campaigns to ensure they are
effective and cost-efficient
- Proactively engage with customers including customer visits to
build relationships, ensure timely resolution of complaints and
customer satisfaction
- Facilitate customer surveys to gage customer satisfaction and
identify areas for improvement
- Plan and direct customer service activities to ensure
timeliness in closing customer complaints and improving customer
satisfaction
- Analyze warranty claim and customer complaint data on a regular
basis to identify top contributors
- Establish and lead the warranty review process with
cross-functional team members to address warranty claims and
complaint data; manage resulting items to timely closure and
statistically validate countermeasures
- Report out on warranty KPI's and action plans to meet targets
in warranty and management reviews
- Communicate warranty KPI's and data to the plants
- Ensure cost recoveries from suppliers for issues attributable
to a purchased part/component
- Manage the effective and efficient deployment of Field Service
Teams
- Identify, define and execute strategic warranty projects such
as establishing Authorized Service Centers and training
- Ensure cross-functional alignment with Sales, Purchasing,
Compliance and Leadership on Warranty Terms & Conditions
- Ensure that customer claims are valid and in scope of agreed
upon Warranty Terms & Conditions
- Work with Purchasing to ensure that suppliers are capable and
compliant with Utilimaster Warranty Terms and Conditions
- Work with the Compliance and Legal team on actions related to
regulatory/compliance topics
- Provide regular reports to keep Leadership informed on top
issues
- Identify opportunities to add value to product design and
quality
- Participate in the Product Realization, New Product Initiation
processes to facilitate Lessons Learned implementation and provide
input in the APQP process
- Serve as the subject matter expert for customer warranty and
continually update skills via available customer training
- Pursue industrial and other sources of knowledge to continually
increase skill and knowledge base and to stay up to date on
products, current practices, as well as existing and future
trends
- Other tasks as assignedQUALIFICATIONS
- Bachelor's degree
- 5+ years of relevant Warranty Management experience
- Degree in Mechanical or Industrial/Manufacturing Engineering is
preferred
- ASQ-CQE and ASQ-CMQ/OE certifications are a plus
- Six-Sigma Certification is a plus
- Microsoft Word, Excel and PowerPoint skills needed
- Minitab knowledge is a plus
Keywords: The Shyft Group, South Bend , Warranty Manager, Executive , Bristol, Indiana
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