Fast Facts

Seeking a Director of Warranty Services to manage Trafera and OEM warranty programs, enhance service offerings, and drive business growth while overseeing warranty entitlement management and comprehensive reporting.

Responsibilities: Oversee warranty management, collaborate with partners, analyze warranty claims, develop pricing strategies, and provide technical support on warranty inquiries.

Skills: Requires strong analytical skills, written and verbal communication skills, business acumen, and proficiency in ERP systems and MS Suite, particularly Excel.

Qualifications: Bachelor’s degree in Business, CIS, or MIS with 10 years of experience in warranty claims management and strong strategic thinking abilities.

Location: This position is based in Arden Hills, MN and may require national travel.

Compensation: $115000 - $125000 / Annually

The Director of Warranty Services is responsible for managing programs, processes, and claims for Trafera and OEM warranties to ensure effective warranty entitlement management and comprehensive reporting.

Competencies:

Nimble Learning, Collaborates, Customer Focus, Instills Trust, Action Oriented

Courage, Persuades, Decision Quality, Manages Conflict, Optimizes Work Processes

The following essential functions represent the primary work performed; however, other responsibilities could be expected that not detailed here but fall within the scope of this role. 

• Oversee Trafera warranties and OEM warranties, ensuring effective warranty entitlement management and comprehensive reporting.
• Collaborate with internal and external strategic partners to enhance service offerings and drive business growth
• Provide regular updates on market trends, channel performance, and competitive landscape to inform strategic decision-making
• Collaborate with product management and development teams to create and maintain warranty product roadmaps that align with company goals and market demand
• Develop and maintain relationships with key strategic partners, including device, interactive flat panel, enterprise, and software providers to optimize processes and enhance service offerings
• Develop and implement pricing strategies that align with market trends, competitive landscape, and company objectives to maximize profitability
• Collaborate to set warranty review standards and claims processes
• Analyze warranty claims to identify trends and root causes of product failures
• Prepares detailed reports on warranty claims, costs, and performance metrics
• Provides technical support and guidance to customers and internal teams regarding warranty-related inquiries.
• Actively participate in warranty negotiation with sales team and provide manage dispute resolution processes in conjunction with outside legal counsel when necessary 
• Research legal principles and precedents 

Minimum Skills, Abilities, and Requirements: 

• Bachelor’s degree in Business, CIS, MIS or a relevant field, or the equivalent amount of training and hands-on experience sufficient to perform the essential functions of the position
• 10 years of progressive experience in warranty claims management or another related role 
• Strong business acumen and ability to think strategically to contribute toward organizational planning
• Demonstrated analytical and problem-solving skills
• Strong written and verbal communication skills with the ability to effectively present ideas and deliverables to internal and external stakeholders
• Creative, and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
• Self-directed work style, able to work autonomously, prioritize and deliver results
• Ability to travel nationally as necessary. 

Technology and Systems:

• ERP, Infor preferred
• HubSpot
• MS Suite, with emphasis on Excel
• Reporting tools
• Customer and vendor partner portals