Warranty Supervisor

Job Type: Location Type: Not Specified

 

Warranty Supervisor

Yanmar Compact Equipment North America designs, manufactures and supports a complete range of compact equipment including compact track loaders, mini excavators, wheel loaders and construction equipment for use in such markets as construction, landscaping, utility, land management and agriculture. The products are sold primarily through a third party, independent dealer network.

Position Summary:

The Warranty Supervisor supervises all activities in the warranty team within YANMAR Compact Equipment North America (YCENA). Their primary responsibility will be to provide support to warranty team in judgement of warranty claims, seek and provide guidance on technical and commercial policy decisions, and improvements to the warranty process. The Warranty Supervisor will manage KPIs for the warranty team. This position will also help develop and deliver warranty system and policy training to YCENA employees, dealers, distributors, and partners with focus on increasing our customer service satisfaction.

Job Functions:

• Establish processes and procedures for all field quality monitoring and warranty investigations. Review summarize and report out warranty claim data to determine failure trends and identify needed corrective action activity.
• Communicate regularly with Customer Service, Quality, Engineering and other YCENA team members to identify areas of improvement that may be impacting the market.
• Review Market Quality Data to ensure they clearly explain the market quality issue observed in the field with all relevant warranty data, test data, and cases recorded and submit to responsible factories for corrective action.
• Provide warranty judgment and customer service support for all escalated issues.
• Support the implementation and monitoring of all Product Improvement Programs (PIPs) by developing work instructions, PIP Bulletins and tracking.
• Improve current processes and implement new department processes to increase efficiency and improve YCENA warranty processes.
• Train dealers, distributors, and partners in warranty system and policies.
• Travel as needed.
• Manage warranty budgets.
• Establish and manage all warranty performance metrics and report monthly.

Supervisory Responsibility:

• Will lead team members in warranty department.

Requirements

Knowledge, Skills and Abilities:

• In-depth knowledge of retail Construction/Agriculture equipment and/or Industrial engine service trade practices via direct experience or extensive dealer interaction.
• Knowledge of YANMAR & ASV products; familiarity with diesel engines, construction equipment, repair, maintenance, and electronic and hydraulic controls.
• Knowledge of troubleshooting and repair of diesel products, including, but not limited to experience with: YANMAR Diesel Engines, portable diagnostic tools.
• Functional experience with Microsoft Office programs (Outlook, Excel, Word, PowerPoint, PowerBI).
• Multi-tasked, analytical approach to problem-solving with strong attention to detail.
• Interact professionally with customers, co-workers and suppliers in stressful and busy situations.
• Ability to work 8+ hours per day in a plant/office setting. Must be able to navigate all areas of the building and facility as needed. May occasionally lift and move up to 20 pounds in an office, customer or similar setting. Must be aware of surroundings.
• Ability to travel domestically and internationally and manage travel expenses in a cost-efficient manner.
• Bilingual (English / Japanese) is a plus.

Job Qualifications

• Bachelor’s degree is preferred.
• Minimum of 5 years of experience in a warranty role for an Agricultural, Construction, Marine, Heavy-duty or Automotive equipment manufacturer.
• Leadership experience is a plus.
• This position is full-time and based in Grand Rapids, MN.

Worksite: Grand Rapids, MN Position: Warranty Supervisor

Job Type: Full Time FLSA: Exempt

Department: Operations Work Schedule: M-F

Starting Wage: $70-80k

This position offers the potential for discretionary bonus compensation up to 8% of base salary.

The above Job Description is not intended to be an all-encompassing list of responsibilities, skills, efforts or working conditions associated with this position. It is intended to be a guideline reflecting the principle activities.