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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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