Warranty Operations Manager
This position will provide strategic leadership and execution to build out a digital customer service environment to manage warranty operations for a multi-million dollar warranty claim operation for Residential and Landscape Contractors (RLC) & Siteworks Systems (SWS), worldwide. This includes warranty claim processing, administration, data integrity, reporting, cost avoidance, supplier vendor recovery, auditing, policy and procedures, return goods authorization, service quality performance and dealer administration for over 8,000 dealer, rental customers, and mass retail organizations, worldwide. This position will also be engaged in the development of transforming the post-sale extended service programs for engine, battery, and smart connected products for the Residential and Landscape Contractors (RLC) business.
DUTIES AND RESPONSIBILITIES:
Provides leadership, strategic planning and collaboration with Customer Care management team in delivery of best in class digital support in an environment of increased customer and channel expectations requirements and success.
Manage a multi-million dollar warranty claim operation, including channel question support through outsourced contact center, building trusted self-assist tools using technology tools, warranty policy and manuals, claim processing, monitoring claim data and metrics, failure analysis, auditing, claim adjustments, accrual projections, cost estimates, providing feedback on corrective action plans and appropriate service bulletins for Residential, Landscape Contractor and Siteworks product, worldwide.
Collaborate with the Customer Care Technical Support Managers, staff, Quality, and Sourcing to administer supplier recovery efforts of warranty costs from accountable suppliers and establish current and strategic renewable warranty vendor agreements. Maintain visibility and transparency dashboards of recovery efforts always driving higher quality from component suppliers based on data. Maintain a culture of quality and service support.
Develop, collaborate and manage post-sale extended service programs, service support contracts and service information databases for 8,000 dealer, rental and mass retailer customer’s such as labor and parts reimbursement for warranty, annual contract renewals and product line authorizations working with Legal within each state and city regulations and alignment with Customer Lifetime Value initiatives.
Lead digital dealer administration, channel onboarding and offboarding, and service quality coordination and management of closed loop Customer VOC service experiences that provide a line of sight to dealer performance. Provide metrics and dashboards that demonstrate performance and compliance while providing program changes alignment to channel strategy. Collaborate with Customer Relations Manager to establish visibility and transparency with channel sales on service contract accountability.
Manage multiple databases such as the Product Registration and Warranty (PRW) System, the Dealer & Distributor Service Portal, Gateway Warranty terms, Standard Repair Times, Dealer Locator for end-customers and System- to-System integration with channel partners.
Network and collaborate with industry and association leaders to stay forward thinking in a post-sale service and support digital model focused on customer lifetime value.
Other duties as assigned.
Must have demonstrated strong leadership, collaboration, analytical and x skills. Multi-lingual skills a plus.
BS/BA required. Experience preferred in the following areas; technical field, lean and process mapping skills, manufacturing knowledge and service operations. MBA or other Masters level of degree is preferred.
5-7 years supervisory experience required.
Must be computer literate (Microsoft Word, Visio, Excel) and have good oral and written communication skills and a good negotiator.
Requires strong problem solving skills, good public speaking skills and excellent organizational skills.
Strong collaboration with Engineering, Strategic Sourcing, WWOS, Manufacturing, Marketing, Legal, Sales, IS and Customer Care staff members.
Strong management and interpersonal, negotiation, and statistical skills with the ability to communicate, select, motivate and manage people.
Travel Requirements: 10-15% and special events.
Allocation of time:
Dealer Administration/Service Quality – 30%
Extended Services - 20%
Warranty Operations – 30%
VoC – 20%