Senior Warranty Manager
Symbotic
- North Reading, MA
- Permanent
- Full-time
- As our warranty program is still being implemented, the candidate will need skills & experience in designing, implementing, and creating new processes, systems, and control mechanisms .
- Continue to evaluate and improve warranty processing procedures, enhance efficiency, ensure turnaround times meet customer agreement, and maximize customer partnership.
- Provide direction, support, and guidance to the warranty processing team, fostering a positive work environment, and promoting teamwork.
- Implement quality control measures to ensure accuracy and consistency in warranty claim handling, maintaining high standards of service delivery and categorization of warranty claims.
- As the point of contact for escalated customer inquiries or complaints related to warranty issues, resolve issues promptly and effectively to uphold customer satisfaction and trust in process.
- Collaborate with Symbotic Supplier Quality Engineering team to maximize warranty cost savings through Symbotic's supply chain.
- Collaborate with suppliers to streamline warranty parts replacement processes, comply with warranty clauses as outlined in supplier contract.
- Analyze warranty data to identify trends, identify root causes of product failures, and seek cross functional opportunities for improvement in product as related to engineering, R&D design, manufacturing processes, or customer support.
- Provide ongoing training and development opportunities to the warranty processing team and customers to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Ensure compliance with warranty regulations and company policies, mitigating risks associated with warranty claims and minimizing potential liabilities.
- Establish key performance indicators (KPIs) to measure the effectiveness of warranty processing operations and regularly monitor performance against targets.
- Encourage a culture of continuous improvement within the warranty processing team, soliciting feedback, implementing best practices, and striving for excellence in service delivery.
- Stay updated on industry regulations and standards related to warranties and consumer protection to ensure compliance and mitigate risk.
- Candidate will need extensive SAP (preferred) or ERP (required) experience, implementing new modules and workflows in ERP system (customer service and warranty modules in SAP preferred).
- Lead a cross functional collaborative team in the warranty program's continuous improvement to meet corporate initiatives.
- Understanding of the terms and conditions of customer agreements in place and experience in improving the same for future customers and growth with current customer base.
- Ability to be present on site at our Headquarters in Wilmington, MA 2-3 days/week.
- Bachelor's degree in business administration, Engineering, or related field.
- Minimum 7 years of experience in warranty management, quality assurance, or related field, preferably in the technology warehouse operations industry.
- Strong understanding of warranty policies, procedures, and best practices.
- Excellent analytical and problem-solving skills, with the ability to identify trends and root causes of product failures.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
- Detail-oriented mindset with a focus on accuracy and quality in warranty claim processing and documentation.
- Knowledge of warranty management systems and tools is a plus.
- Commitment to delivering outstanding customer service and ensuring customer satisfaction.