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

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Director of Warranty Services