Warranty Manager MCCHouston, TX

This Position is responsible for overseeing and administering MCC’s daily warranty operations, ensuring established policies are followed, claims are processed efficiently, and customer satisfaction is maintained, while also monitoring warranty performance and making recommendations for improvement. The warranty Manager coordinates return from Customers and Suppliers, of failed parts, new part returns, core returns, repairs and any other warranty-related logistics. Ensures Customer and Supplier warranty claims are correctly processed in Liebherr Warranty Manager and/or LISA CPS/SMS. Ensures that claims contain all the required information and details in order to allow Suppliers to process warranty claims on receipt. Create management reports detailing submission and acceptance rates, forecasts and works to achieve target goals as set by management.

Sets the positive example in punctuality and professional demeanor by respectful communication with all levels of staff, keeping work areas clean and orderly, and promoting safety regulations and all other company programs.

Responsibilities

• Manage and oversee the MCC warranty claims process from start to finish, ensuring that claims are handled efficiently and within company guidelines.
• Organize and manage the warranty team to ensure all work is completed on time and to a high standard.
• Work with Customers and the factories to resolve any warranty related issues.
• Ensure timely and accurate communication with customers throughout the warranty process.
• Identify areas for improvement in the warranty process and make recommendations for change.
• Ensure all warranty claims are properly documented and filed for future reference.
• Provide training and support to sales and customer service staff on the warranty process.
• Ensure all warranty claims are resolved in a way that meets or exceeds customer expectations.
• Determines or assists the Spare Parts and/or Service team with establishing shipping addresses as required.
• Responsible for ensuring failed parts are returned by Customers within specified time limits.
• Responsible for ensuring failed parts are returned to Suppliers within specified time limits complete with all required information on ID tags.
• Ensure that all warranty claims are processed and submitted within the required time-lines.
• Process credit notes for new parts being returned.
• Follow up credit notes for core returns from the factory’s.
• Resolve warranty disputes with Customers and Suppliers proficiently and professionally.
• Gathers and analyzes warranty data and distributes findings regarding component failure rates and machine reliability.
• Maintains Warranty Warehouse, issues RGA’s and makes disposition on returns to Suppliers.
• Supervisory Duties:
  • Manage Direct Reports.
  • Responsible for the overall direction, coordination and evaluation Warranty team.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
  • Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

• Education and Experience: Associates or Technical degree with 5 years of related experience or a combination of education and experience equivalent to 7 or more years.
• Solid mechanical knowledge and skill to identify and inspect mechanical, hydraulic and electrical components.
• Must be proficient in using Microsoft programs such as Microsoft Word, Excel, PowerPoint and Outlook and be able to generate and maintain PowerPoint presentations.
• Must have good presentation skills and be able to articulate information and concepts to Suppliers and Customers.
• Must be able to conduct warranty training to effectively train employees.
• Must possess strong people skills and be able to communicate with people of various educational backgrounds on a professional basis.
• Read and interpret technical descriptions and engineering drawings.
• Ability to work well with others as a team to achieve set goals.
• Demonstrates initiative to visualize, organize, manage, and complete projects in individual and group settings.
• Ability to interface with all levels of staff.
• Proficiency is using the ERP system and other Liebherr applications in order to process claims
• Demonstrates ability to handle confidential information.
• Proficiency in PC based word processing and spreadsheet applications.
• Ability to multi-task while completing work in a competent and professional manner.
• Travel domestically and internationally up to 15% of the time.
• Ability to obtain and maintain a valid driver license and passport.

Our Offer

An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Referral Bonus: Tier IV

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Melissa Silva.

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information.

One Passion. Many Opportunities.