Warranty Director

2 weeks ago

Chattanooga, Tennessee, United States Astec Full time
About the Role

We are seeking a highly skilled Warranty Director to join our team at Astec. As a key member of our organization, you will be responsible for directing and supporting warranty administration, warranty analysis, problem resolution, and product improvement programs for all Astec Industries - Infrastructure Solutions Group products.

Key Responsibilities
  • Oversee the organization, management, and daily operations of the warranty functions.
  • Monitor and review in-process claims to ensure claims are being addressed and resolved.
  • Administer and enforce all warranty policies.
  • Continuously seek ways to improve the customer experience.
  • Develop and track performance metrics.
  • Establish and continually improve warranty claim processing and adjudication processes.
  • Leverage warranty analysis to identify, implement, and manage tools, applications, and processes to clearly identify trends and patterns in data.
  • Lead activities associated with Problem Recognition processes, including administering the Non-Conforming and Corrective Action (NCCA) system, Corrective Action Request (CAR) creation, administration, and reporting.
  • Establish, administer, and clearly communicate standard and extended warranty policy.
  • Develop and champion processes to leverage analysis of various data streams with the outcome of establishing specific Product Improvement Programs intended to improve the customer experience.
  • Lead, develop, and administer Returned Goods Analysis (RGA) processes.
Requirements
  • Bachelor's degree in Mathematics, Physics, Engineering, Business, Computer Science, or applicable field.
  • Five (5) years supervisory or managerial experience.
  • Knowledge of customer and product support fundamentals and processes.
  • Demonstrated business results through the collection, dissemination, and analysis of large amounts of data.
  • Weibull Analysis experience highly preferred.
  • Ability to learn and teach complex mathematical and statistical concepts.
  • Strong interpersonal, communication, and presentation skills.
  • Ability to manage conflict and resolve issues in the most positive fashion for all parties concerned.
  • Ability to identify problems or potential problems at both a strategic and functional level and make or recommend decisions to resolve the same.
  • Projects strong leadership skills.
  • Excellent organization and time-management skills.
  • Willingness to accept responsibility and take on new challenges.
  • Ability to influence others via communication to get desired results.
  • Ability to communicate effectively across cultures.
  • Ability to adapt communication style to meet the needs of the audience.
  • Ability to effectively present highly complex information in small or large group situations.
Supervisor and Leadership Expectations

Is responsible for the overall direction, coordination, and evaluation of Department. Directly or indirectly manages one (1) to fifteen (15) supervisory and non-supervisory employees to include but not limited to Project Managers, Warranty Analysts, Claim Processors, Returned Goods Clerks, and Reliability Analysts. 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 in compliance with any applicable employment law guidelines and upon consultation with the Sr Director of Quality and/or Director of Human Resources if necessary.

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