Warranty Manager

at  Carrier

REQUIREMENTS

We are looking for people who as a minimum you must have:

• HVAV engineering education
• Minimum 5 years’ experience in managerial skills
• Excellent Knowledge in chillers and HVAC services and troubleshooting
• Excellent computer skills especially in office program
• Advanced English-speaking writing and readings
• Team management and presentation skills

ABOUT THE ROLE

Leads team of intermediate to experienced professionals in Service Contract & Warranty Administration. Advises team leads of contractual rights and obligations, recommends process for estimates review, and finalizes basic bids and other reports.
Role Purpose:
Handling Warranty services in Saudi Arabia
Customers Satisfaction improvement
Enhancement of resolution time to close the service order
Teams’ skills development
Cost reduction of total warranty expenses.

KEY RESPONSIBILITIES:

As a (specify role), you’ll be responsible for:

• Ensure and manage all day-to-day activities relating to Warranty / Startup activities to the most efficient and timely manner in accordance with company standards and customer expectations.
• Maximize customer operational performance by providing back-office team / call center resources and technical advice. Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees. Manages customer service staff, communicates job expectations, and performs performance connection meeting and job reviews.
• Investigate and solve customers’ problems, which may be complex or long-standing, that have been passed on by back-office team / call center.
• Focus on key operation issues and drive corrective actions at early stage of problem, meet with other managers to discuss possible improvements to customer service, receive and implement customer feedback to improve the quality of service.
• Coordinate with factories to get technical support when required, address quality concerns/issues, manage parts lists of new products, investigate unusual failures, and handle warranty Claims Operations. To effectively address product issues during warranty and Claims management, extensive site visits will be conducted to gather data and provide support to the factory. Furthermore, it is crucial to ensure that technicians and subcontractors are consistently delivering high-quality services.
• Restore key customer relation and follow up measures by informing them on the progress of their complaints according.
• Manage the performance indicators / statistics such as resolution time, product quality reports, monthly warranty cost reports, cost control, failure rates reports, etc.
• Maintain all the correspondences / Bulletins from Carrier Corporation regarding product design/quality and warranty matters and implement at site as required.
• Maintain the warranty cost within the budgeted provision.
• Monitoring and maintain warranty parts stock inline with supply chain demand planning VS product history and parts movement demand / pattern, plan inventory and oversee warehouse efficiency, refill stock and monitor the movement pattern.
• Report area of improvements within the SAP / CRM system.
• Weekly meeting with the team, review warranty operations process, provide additional upskilling or learning opportunities for team members.
• Ensures the team’s operations are cost-effective, efficient and aligned with the organization’s goals.