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Senior Warranty Program Manager

2 months ago

Remote, Oregon, United States Symbotic Full time
About the Role

We are seeking an experienced Senior Warranty Program Manager to develop and improve the warranty program for our warehouse and distribution center automation installations.

Key Responsibilities
  • Oversee all aspects of our product warranty program, ensuring compliance with company policies while providing exceptional service to our customers.
  • Balance the need for warranty cost reduction initiatives while providing exceptional services to our customers.
  • Collaborate with the Quality team to ensure that the products and processes meet the highest standards of quality, safety, and reliability.
  • Design, implement, and create new processes, systems, and control mechanisms for the warranty program.
  • Continuously 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.
  • Collaborate with the Supplier Quality Engineering team to maximize warranty cost savings through Symbotic's supply chain.
  • 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.
Requirements
  • 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.