Warranty Operations Manager

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who will you be working with?

Shuttlewagon, a Wabtec Company is looking for a Warranty Operations Manager.

The role involves managing professional employees and/or lower-level managers, with accountability for the budget, performance, and results of medium-sized or multiple small teams within the warranty specialty. The manager is expected to execute business plans, contribute to strategy development, and address issues that impact beyond their immediate team.

How will you make a difference?

This is a senior leadership role that requires specialized knowledge in heavy equipment dealer channel warranty claim best practices. This position is responsible for the strategic planning, development, and oversight of all aspects of Warranty Operations and Warranty Authorization throughout the Shuttlewagon business unit, both domestically and internationally.

What do we want to know about you?

• Bachelor’s degree in Engineering, Business or a related discipline.

• MBA preferred
• Course work in Quality Assurance preferred

• 7-10 years of Warranty Operations Management, Aftermarket parts, services, and solutions
• Preferred 7-10 years Retail Dealership Service Operations
• Preferred OEM Field Experience
• Knowledge and understanding of both wholesale and retail operations regarding all areas of warranty operations
• Overall knowledge of manufacturer, field, and dealership operations
• Managerial experience in a wholesale environment
• Heavy Equipment - preferred

Technical Skills

• Proficiency – Microsoft Office Applications including MS Project

• Technical aptitude and experience with market analysis, strategic planning, and capital equipment sales, and basic financial modeling and calculations.

Behavioral Attributes

• Strong communication, influencing and presentation skills
• Demonstrated Leadership Skills
• Detail-oriented with excellent analytical and independent critical thinking skills, including statistical analysis

Problem Solving/Decision Making

This position has a large degree of latitude to provide independent judgment and decisions to the field and dealers regarding existing and required warranty policies and claims payment, as well as analysis of claim data and processes generating warranty expense for facilitated actions with the factories, US product quality organization, field teams and dealers, to improve vehicle quality and reduce unnecessary expense.

This position is also responsible for developing, interpreting, disseminating and implementing warranty policies, guidelines and protocols. This includes understanding and incorporating Legal, Product Quality, and compliance requirements.

Therefore, the position has a high degree of fiscal responsibility. Because there is potential to testify on behalf of warranty-related matters, there is a high degree of legal responsibility as well.

What will your typical day look like?

• Develop and provide guidance to leadership on warranty claim management.
• Drive improved warranty claim processes and improve quality through the use of warranty management systems and best practices
• Build and oversee warranty team to improve customer satisfaction
• Continuously improve processes not limited to:
  • RMA Process
  • Supplier Recovery Process
  • Quality Reporting
  • Warranty Claim Management
• Considered business unit SME for everything related to warranty practices and systems
• Collaboration with Production, Product Quality, Product Support, and Warranty Operations teams to develop the most effective policies, procedures and systems necessary to facilitate warranty/ campaign repairs for customers via the Dealer network
• Ensuring timely and accurate Dealer payment and factory and vendor recovery per established warranty agreements
• Compliance with all state and federal laws
• Development of strategies and oversight of dealer policy compliance through use of systems, analysis, and audits
• The continuous development of warranty operations that support a positive brand image and dealer relations
• Provide strategic direction to the warranty team for warranty policy development and implementation in coordination with Corporate HQ, US Legal and Product Quality. Represent US warranty policies and implementation to the field and dealers.
• Provide strategic direction, oversight and corrective action plans for dealer warranty compliance activities. This includes utilizing available warranty data to develop KPI’s and audit protocols for maintaining proper compliance and expense control.
• Provide strategic direction for warranty administration and compliance by establishing and maintaining guidelines for effective utilization of warranty systems. This will maximize systemization and uniformity of compliance efforts while reducing manual monitoring or approvals.
• Thoroughly review and analyze all aspects of department expenses and recovery from the factories and local vendors. Develop strategies and action plans and lead efforts to minimize expenses and maximize recovery where/when required.
• Provide oversight and strategic direction for all warranty activities, including the approval of all policy decision
• Provide strategic direction for the management and continuous development of the systems needed to facilitate timely and accurate submission of warranty claims by dealers, warranty claim approval for payment to dealers, warranty expense management, claim recovery from factories and vendors and any required reporting
• Interface with and direct field personnel as the subject matter expert for the US in the area of warranty operations
• Direct the development of evolving methodology and processes used to (a) analyze and identify excess dealer warranty expense or fraudulent warranty activities and (b) conduct dealer warranty reviews/audits and parts return inspections in compliance with federal and state laws
• Lead cross-functional efforts for continuous improvement of systems and reporting to support the identification of quality or parts-related issues driving warranty expense and action by the Product Quality (countermeasures) or Parts teams (pricing, remanufacture programs, etc.)
• Oversee the effective implementation of claim recovery processes and systems to ensure timely and accurate expense recovery from factories, local vendors and others as required to facilitate maximum expense recovery
• Provide guidance and direction for dealer and field team Warranty-related education through publications, webinars, parts, and service club meeting attendance, as well as Corporate University training.
• Interface, collaborate and consult with the Legal Department regarding warranty liability, litigation or other warranty-related matters as needed

What about the physical demands of the job?

• Work is primarily light duty and requires the ability to regulary lift and carry objects weighing up to 20 pounds. This position requires the ability to sit, stand and walk unassisted. Requires the use of hands and fingers to handle or feel objects, tools or controls. The employee is required to talk and hear. Normal correctable vision is required.

Our job titles may span more than one career level. The salary range for this role is between

The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include an annual bonus, if eligible.

Who are we?