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Warranty Administrator

Job Id:  38996
Job Family:  After Sales
Location: 

West Bend, WI, US

Employment Type:  Permanent

JOIN THE UP MOVEMENT

 

We invite you to join our team as

WARRANTY ADMINISTRATOR

in one of the “best places to work in Southeastern Wisconsin”

as honored by the Milwaukee Business Journal in 2019.

 

Joining Manitou means forging your career path as part of an international group offering real opportunities to make an impact through your contributions.

 

ABOUT OUR COMPANY & CULTURE:

Manitou Group, a world leader in rough-terrain handling, invents, produces, distributes and services material for construction, agriculture and industries. We design, manufacture, distribute, and service products and solutions for the material handling, access equipment and compact earth moving activities that work smarter, faster, safer and cost efficiently. Through its iconic brands - Manitou, Gehl and Mustang by Manitou - and its network of 1,500 dealers worldwide, the group offers the best solutions by creating optimum value for its customers. With its headquarters in France, the group recorded a revenue of 1.9 billion euros across 140 countries in 2018, and it employs 4 400 people who are all committed to satisfying customers.

 

We are passionate about our products and people. We are a company that thrives on employee engagement and driven to achieve excellence. We are proud of delivering results through accountability, collaboration, integrity and teamwork.  We are Manitou.

 

Convinced that work is a source of self-fulfillment, we look after the well-being of our teams by improving their work environment on a daily basis with a proactive Health and Safety Culture, open communication, recognition and developing our talent.

 

POSITION DESCRIPTION

 

TITLE:  Warranty Administrator                                 

DIVISION:  Customer Support                                     LOCATION: West Bend, WI

LABOR GRADE:  Non-Exempt                                    DATE: October 2020

 

SUMMARY STATEMENT:

 

Ensure the warranty treatment are aligned with the terms and conditions.

Ensure the Service Level Agreement is respected. 

Provides solution orientated warranty advice to dealer personnel through the Company Call Center.  Familiar with all company products their use and markets of use.  Is proactive in the creation, release and distribution of information to the responsible departments to improve product performance, reliability and customer satisfaction.  Oversee the processing, reporting and satisfactory resolution of all warranty claims.

             

REPORTS TO:

 

Manager, Service Support

 

PRIMARY RESPONSIBILITIES

 

  • Become familiar with all company products, their use and markets.
  • Provide timely reporting regarding product performance and customer satisfaction to the various departments and groups responsible for designing, engineering, manufacturing, quality, sales and product support.
  • Enter, review and process warranty claims for all products.  Follow-up on pending warranty claims to bring to resolution, either issue credit or deny.
  • Assist in analyzing warranty parts returned with responsible parties to determine cause of failure and necessary corrective measures
  • Be a good steward of company funds while paying dealers equitably for the warranty service provided within the guidelines of published warranty policies, procedures and flat rate schedules.
  • Draft and/or review drafts of service information documents. Suggested changes where appropriate. Included, but is not limited to, operator’s and parts manuals, flat rate schedules, service and instructional bulletins, warranty policies and procedures and service manuals
  • Coordinate customer and dealer communication to provide to the best possible warranty solutions for current and future customer satisfaction
  • Recommend improvements for company policies and procedures to increase customer satisfaction.
  • Provide warranty assistance and information to other departments and divisions in the Company.
  • Work closely with the Engineering and Product Development to resolve product or vendor performance issues.
  • Provide assistance in vendor warranty dollar recovery on all products.
  • Be aware of increased warranty claims, operating issues and/or ordering trends in parts and components which could indicate widespread failure is at hand, advise those who need to know and assist in finding a solution.
  • Become involved in the development, implementation and maintenance of the warranty system as it relates to IFS and the Dealer Portal.
  • Be knowledgeable of the Dealer Portal and be able to assist dealers in its navigation.   
  • Perform other miscellaneous tasks as requested.

 

 

JOB REQUIREMENTS:

 

  • Requires a high school degree.  College, vocational or technical education would be a plus.
  • Must have at least two years experience working directly with customers and dealers.
  • Must have a high degree of knowledge on the product/area assigned, fully understanding the function, manufacturing, and design intent.  
  •  Must be project oriented and able to multitask and maintain a high level of accuracy.
  • Must be able to lead meetings, telephone conference calls, and video conferences or in person to determine direction/solutions on issues within area of responsibility.   
  • Must be courteous and skillful in working with customers on the telephone or in person. 
  • Must be proficient in oral and written communication with an ability to present to a group.
  • Must be proficient with Microsoft office programs and company ERP software.
  • Must be goal oriented and focused on continuous personal knowledge improvement.
  • Must be a self starter, proactive and solutions oriented.
  • Must be respected by your peers for knowledge of the processes in the areas assigned and leadership ability.
  • Must be willing and able to travel, maintaining a current passport, credit card and drivers license.      

 

LOCALIZATION AND TRAVEL EXPECTED:

  • This opportunity is located in our new and nice corporate office, walking distance from the charming historic downtown West Bend, WI, located just minutes from Milwaukee by the highway in the picturesque hills of the Kettle Moraine. 
  • Five percent (5%) travel that may include visits to dealer and customers, but will require visits to manufacturing facilities or vendor sites.

 

OUR REWARDS & RECOGNITION:
In addition to an inclusive compensation package, we offer a comprehensive benefits program including Medical/Dental/Vision, a matching 401k, tuition reimbursement, volunteer program, wellness activities, employee and family activities throughout the year and so much more! 
 

Applicants must be authorized to work in the United States.

 

Are you enthusiastic about this position? That’s great, because we are too! Apply now!

                                                                                                                                                       

Equal Opportunity Employer

 


Nearest Major Market: Milwaukee

Job Segment: Agricultural, Medical, Engineer, Claims, Product Development, Healthcare, Agriculture, Engineering, Insurance, Research