Summary

The Warranty Manager is accountable for the distribution and the proper application of the standards and warranty control methods, ensuring the monitoring of operating costs and functional controls. The Warranty Manager oversees the warranty process, provides oversight to Warranty Specialists and the processing of warranty claims.

The position reports directly to the Customer Care Director.

Duties and Responsibilities

Main areas of responsibilities are:

• Manage all the warranty related issues, interacting with internal and external customers.
• Responsible for the department's budget and workload. Lead and coordinate warranty appointments and service with customers.
• Responsible for the warranty related training.
• Interact and coordinate with department managers and other employees to solve issues related to equipment performance, output quality or work schedules.
• Follow After Sales process, check lists and activity cards. Manage the department accordingly.
• Participate to the local stock update and improvement.

Knowledge & Skills

• Warranty claims processing
• High knowledge of Customer Care / After Sales processes
• High ability to read and understand technical systems, drawings and quality control techniques
• Customer relationship management
• Good communications and people management skills
• Continuous Improvement:identify and implement ways to make tasks or processes more efficient.

Behavioral Competencies

• Time Management:organize and plan the workload in order to complete tasks effectively and on a timely basis.
• Teamwork:collaborate with and support team members to accomplish overall objectives of the group.
• Decision Making: consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Customer Oriented:listen to the customer needs (internal / external) and reply in a timely and concise manner.

• Education:Technical or Engineering background

• Previous experience:Previous experience on a similar position is highly preferred