Warranty & Repair Manager

SUMMARY

Responsible for overseeing all aspects of Pelicans warranty and service operations, ensuring efficient claim processing, excellent customer service, and cost-effective repairs. Establishing network of service providers and self-repair opportunities to support Pelicans global footprint. You will be a key player in driving customer satisfaction and loyalty while upholding our brand reputation.

DUTIES AND RESPONSIBILITIES

• Manage all warranty claims and service activities from initiation to resolution, ensuring adherence to company policies and procedures.
• Investigate and analyze warranty claims to determine validity and eligibility.
• Communicate effectively with customers regarding warranty coverage, claim status, and repair options.
• Track and monitor warranty trends and identify opportunities for improvement.
• Manage network of authorized service providers from set up, train, to monitoring performance.
• Develop and implement strategies to reduce warranty costs and improve repair efficiency.
• Develop self-repair and product customization abilities for customers. Managing kits, instructions and new opportunities to improve service.
• Manage a team of service technicians and ensure they are properly trained and equipped.
• Oversee the service department budget and ensure efficient resource allocation.
• Prepare and present regular reports on warranty performance and service metrics.
• Stay up to date on industry best practices and relevant regulations.
• Identify and implement process improvements to optimize warranty and service operations.

JOB REQUIREMENTS

• Provide exceptional customer service, resolving issues promptly and professionally.
• To proactively engage the organization in order to set policy on how upgrades; repairs and warranty elements will be honored.
• Orient and update sales personnel regarding appropriate and effective warranty procedures and provide assistance in response to questions regarding the same.
• Participation in new product reviews to ensure that existing causes of returns are designed out of the product.
• Maintain the organization of the department and its procedures in compliance with ISO methodology.

• Actively supports Pelican’s commitment to Quality and all quality objectives, with an emphasis on continual improvement.

• Performs additional duties as assigned

• Minimum of 5 years of experience in a warranty and/or service management role.
• Proven track record of successfully managing warranty claims and resolving customer issues.
• Strong analytical, problem-solving, communication, interpersonal, and negotiation skills.
• Ability to work independently and as part of a team.
• Proficient in MS Office Suite (Word, Excel, PowerPoint) and/or other appropriate software skills.
• Demonstrated experience and proficiency working with warranty management software.
• Must have the ability to complete assignments within the time frame as specified by VP, Global Quality.

• Must be results-focused and detail-oriented with superior interpersonal, organizational, analytical, critical thinking, negotiation, and written and verbal communication skills.

• Must be able to operate in a fast-paced organization and handle multiple projects simultaneously.

PREFERRED QUALIFICATIONS:

• Educational background or certifications in engineering disciplines.
• Experience working in lean manufacturing environments, & Lean Principles Certifications.
• Project Management certifications.
• Experience at a fast-paced consumer packaged goods (CPG) company.

ADDITIONAL INFORMATION

• Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be flexible regarding working hours. Must be able to work evenings and weekends, with or without advance notice.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
• Ensures that staff is contributing at maximum potential through rigorous hiring practices and an emphasis on training and development initiatives, including coaching and counseling direct reports in their performance and professional development, for approving the proposal of pay increases, hiring decisions and disciplinary actions.
• Emphasizes ethical leadership and decision-making to protect Pelican’s brand and reputation.
• Establishes challenging, productive, and achievable goals for direct reports; measure results by establishing checkpoints to track progress.
• Must be able to travel, nationally and internationally, as necessary.