Director, Warranty
Wabash
Date: 1 day ago
City: Lafayette, Indiana
Contract type: Full time
About the Role:
The Director of Warranty is a pivotal leadership role responsible for shaping and executing the organization’s global warranty strategy to drive customer satisfaction, manage warranty costs, and improve product quality for tankers, dry vans, truck bodies, and platform trailers. This role ensures a seamless integration of warranty management within the customer experience (CX) ecosystem while fostering cross-functional collaboration to resolve complex challenges.
This individual will lead a multidisciplinary team to manage warranty policies, claims, analytics, and vendor recovery while building a robust data infrastructure to provide actionable insights to internal and external stakeholders.
Your Responsibilities:
Strategic Leadership
At Wabash, we pride ourselves on being empowering, and there are some things we feel very strongly about:
Affirmative Action/EEO Statement:
Wabash is committed to providing equal employment opportunity for its associates and applicants without regard to race, color, religion, sex, age, national origin, veteran status, disability, or other protected class or activity under federal, state, or local law. All employment decisions must be based on neutral, legitimate criteria. All employment policies and rules shall be applied equally to similarly situated associates.
The Director of Warranty is a pivotal leadership role responsible for shaping and executing the organization’s global warranty strategy to drive customer satisfaction, manage warranty costs, and improve product quality for tankers, dry vans, truck bodies, and platform trailers. This role ensures a seamless integration of warranty management within the customer experience (CX) ecosystem while fostering cross-functional collaboration to resolve complex challenges.
This individual will lead a multidisciplinary team to manage warranty policies, claims, analytics, and vendor recovery while building a robust data infrastructure to provide actionable insights to internal and external stakeholders.
Your Responsibilities:
Strategic Leadership
- Define and execute a comprehensive warranty strategy, aligning with company objectives for quality, customer satisfaction, and cost efficiency.
- Lead the development and implementation of warranty policies and procedures to ensure they meet the demands of the industries we serve.
- Serve as a strategic partner to executive leadership on warranty-related risks, opportunities, and business impacts.
- Collaborate with the CX team to enhance the post-sale customer journey through effective warranty management and communication.
- Ensure timely resolution of warranty issues, maintaining high levels of customer trust and satisfaction.
- Provide critical data and insights to support proactive CX initiatives and improve customer loyalty.
- Act as a unifying force across Quality, Engineering, Manufacturing, Supply Chain, and CX teams to address warranty-related challenges.
- Establish and execute cross-functional processes to resolve critical issues impacting product reliability and customer satisfaction.
- Partner with Procurement to ensure vendor accountability for warranty-related defects and integrate supplier warranty agreements.
- Lead the development of a robust data infrastructure to track, analyze, and report on warranty claims and trends.
- Analyze claims data to uncover root causes and recommend design, process, or material changes to improve product durability and reliability
- Use predictive analytics to identify emerging issues and inform strategic decision-making.
- Communicate warranty performance insights effectively to internal stakeholders and external partners, including customers and suppliers.
- Build and lead a high-performing warranty team, instilling a culture of accountability, innovation, and collaboration.
- Foster professional growth within the team to support organizational success.
- Bachelor’s degree in engineering, Business, or related field (Master’s preferred).
- Minimum of 10 years of experience in manufacturing, quality, or warranty management, with at least 5 years in a leadership role.
- Proven experience in warranty management within the shipping, logistics, or related industrial manufacturing sectors.
- Demonstrated ability to integrate warranty management with customer experience strategies.
- Strong skills in data infrastructure development and analytics, with experience delivering insights to diverse stakeholders.
- Excellent interpersonal and communication skills, with the ability to collaborate and influence across all levels of the organization.
- Proficiency in warranty management systems, data analysis tools, and customer relationship management (CRM) platforms.
At Wabash, we pride ourselves on being empowering, and there are some things we feel very strongly about:
- Embrace Diversity and Inclusion – Solicit and respect the input of others, celebrate differences, and strive for transparency and inclusiveness.
- Seek to Listen – Actively listen to reach the best solution and make the strongest decisions.
- Always Learn – Strive to improve; do not quit or settle for the status quo.
- Be Authentic – Demonstrate honesty, incredible energy, and grit in everything you do.
- Win Together – Collaborate, seek alignment, and excel at cross-group communication to success as one team and One Wabash
Affirmative Action/EEO Statement:
Wabash is committed to providing equal employment opportunity for its associates and applicants without regard to race, color, religion, sex, age, national origin, veteran status, disability, or other protected class or activity under federal, state, or local law. All employment decisions must be based on neutral, legitimate criteria. All employment policies and rules shall be applied equally to similarly situated associates.
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