Aftermarket Warranty Manager

Role Summary

This is an On-Site position based at our location in Gastonia, NC. 

The Aftermarket Warranty Manager is responsible for overseeing all warranty activities for the MANN+HUMMEL Aftermarket business in the United States. This role ensures the effective and efficient handling of customer warranty claims, manages warranty policies, supports root cause investigations, and partners cross-functionally to drive continuous improvement and customer satisfaction. 

JOB RESPONSIBILITIES

• Lead and manage the warranty process across all aftermarket product lines and channel
• Technical liaison between management, engineering, production, quality, sales, and customers for new products, product changes or customer complaint
• When required by circumstances, coordinate with appropriate legal counsel and/or risk management personnel on matters of product liability and organizational defense
• Review weekly call data, alleged defective and warranty claims and determine appropriate actions
• Direct and participate in planning field actions, product notices and product recalls
• Determine need for new or modified instruction sheets or other material related to new or potential product use concerns including working with appropriate team to complete and deploying information
• Direct and participate in investigations of customer complaints regarding quality, tolerances, specifications and delivered condition of products
• Determine product needed product related improvements including working with appropriate team to implement and verify effective corrective actions
• Record, analyze, and inform appropriate persons of status and disposition of customer complaints and claims
• Determine appropriate field service activities to resolve customer issues including working with appropriate resources to complete field trials
• Coordinate with global MANN+HUMMEL warranty counterparts to align best practices and reporting
• Participate in and support company project Teams in such matters as improved product quality, sales and marketing objectives and improved customer satisfaction
• Evaluate the effectiveness, accuracy, and timeliness of assigned work and review those results with appropriate individuals
• Manage working relationships with MANN+HUMMEL R&D/Engineering, Process Engineering, Quality, Finance/Controlling, Purchasing, HSE, Logistics, Product Information, Catalog, Product Development, and Legal teams
• Demonstrate leadership ability including working across multiple disciplines and management levels in our organization as well as customer facing organizations and external support teams in a professional manner
• Assure accurate and proper storage of warranty claim information and communications 
• Completion of special assignments as assigned

REQUIREMENTS

Education:
• Bachelor’s Degree in Business Administration, Engineering, or a related field

Experience:
• Minimum of 5 years’ relevant working experience in warranty related roles within a manufacturing environment
• Team lead/leadership experience with direct reports

Required Skills:
• Excellent oral, written, and presentation communication skills
• Knowledge of measuring devices and metrology systems
• Must be able to read and understand engineering drawings including GD&T (Geometric Dimensions and Tolerances)
• Strong problem-solving and root cause analysis skills
• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word)
• Ability to travel up to 20% (Regional/Domestic/Some International – Mexico/Germany)

Preferred Experience and Skills:
• Broad knowledge of filtration products
• Warranty experience in automotive parts manufacturing
• Mechanical aptitude and/or experience
• Knowledge and understanding application of ISO/TS 16949 and ISO 14001 requirements
• Understanding of gas and diesel engine diagnostics and repair
• Familiar with quality tools: Problem Solving/8D Method, 5-Why
• Knowledge of SAP
• Basic negotiation skills

@LI - On-Site