Position Summary: · Engage with customers and internal functions to understand Voice of Customer as related to product support and warranty process needs. · Oversee warranty system to achieve the needs of the customer and act as an advocate within Thermadyne to promote the culture and the systems required to meet these needs. · Develop and manage a best-in-industry warranty claims and processing system. · Manage process for customer equipment availability through timely repair, management of replacement parts inventory or management of loaner equipment · Manage returned goods center, from receipt to review, repair & return, tear-down analysis, data-based reporting, scrap or other final product disposition. · Develops and manages a value salvage process for returned products. · Work in liaison with other functions to prevent and resolve service or field issues and concerns. · Develops and provides methods, equipment and competent resources for detailed analysis of product failure types, causes, levels, trends and spikes to support improvement efforts. Develop accurate and detailed reporting systems that can be used cross-functionally to drive improvement. The Warranty Manager will be responsible for developing, implementing and managing Thermadyne’s warranty system in an effective manner to provide: increase customer satisfaction, timely and efficient claims and returns processing, and reduced warranty costs. Will be responsible for managing the processing of warranty claims, return and evaluation of products, salvage of returned product value, failure investigations, warranty reporting, repair of product returned from the field, relevant and effective communication with customers, field personnel and internal departments Responsibilities: |
