Warranty Manager

Summary/ObjectiveResponsible for overseeing inbound technical support and training for Lancer's full line of beverage and ice equipment as requested or required by Management, Sales, Engineering, and or customers. Works to reduce and or approve or deny warranty related claims with strict regard to JSOX policies and procedures.Key Performance IndicatorsAssist in the Decrease and or drive down Warranty related costsIdentify and report potential warranty related field issues and or trendsMaintain 95% call log to help minimize lost or dropped calls for departmentEssential FunctionsIdentify and Report Warranty Related trendsThrough cross functional support- find root cause and identify fixes for top warranty related costsProcess and document inbound tech support callsProvide technical support and guidance to Area Sales Manager, National Accounts, Technical staff, and customers' requestsAbility to multi-task and work with cross-functional departmentsManage and assist with field tests and evaluation of new and innovative productsProvide engineering with details and evaluation of equipment failuresAssist with determination of warranty claimsKnowledge of Lancer Quality SystemsProcess warranty related calls internally and externallyResponsible for creating team's KPIs used for the company's overall efficiencyOther duties as assignedKnowledge, Skills & AbilitiesHigh mechanical aptitude and technical ability. Proficient in Word- Excel-OutlookThorough knowledge and understanding of beverage systems and components.Proficient in electrical and refrigeration operation and concepts to troubleshoot equipment.Ability to identify causes and solutions to equipment failures and or service issuesExcellent communication skills for effectively communicating technical and functional matters for the purpose of providing instruction in a classroom environment, as well as solving equipment operational and performance issues.Ability to work under pressure and effectively handle irate customers.Good communication, verbal, written and interpersonal skillsEffective problem-solving skillsAbility to communicate in Spanish is a plus but not a requirementAbility to work with minimal supervision and meet deadlinesValue creation through Innovative thinking and Cost-reduction focus.Improvement of self and others through Leadership, Entrepreneurship, and Team Development.High level of Motivation as demonstrated through Initiative, Personal Accountability, and Results Orientation.Effectiveness through Customer Focus, Teamwork, and Continuous Learning drive.Education & ExperienceHigh School diploma required; 2 years of technical school or equivalent2 years of technical support experience or equivalent.2 years of technical management experience or equivalent.

Created: 2025-02-20