Warranty Manager

Overview

About the role

Job Summary

Warranty Claims & Process Management

• Manage warranty claims as technical projects or standardized end-to-end processes from claim initiation through successful resolution and closure.
• Develop and maintain claim resolution plans, schedules, cost estimates, and closure criteria.
• Control and monitor claim progress against contractual obligations, internal policies, and agreed service levels (SLAs).
• Ensure full traceability, documentation integrity, and compliance throughout the warranty lifecycle.

Customer & Stakeholder Interface

• Act as the single point of contact between the customer and internal stakeholders for all warranty-related matters.
• Maintain close, structured, and transparent communication with customers to manage expectations and avoid escalation.
• Coordinate internally with Engineering, Quality, Production, Supply Chain, Procurement, Finance, Legal, and Service teams to enable timely and aligned resolutions.
• Facilitate technical and commercial discussions to achieve balanced, win–win outcomes within contractual and financial boundaries.

Warranty Cost Control & Financial Discipline

• Control and monitor warranty claim expenditures to ensure alignment with the approved and allocated budget.
• Track actual warranty costs versus provisions and budgets, identifying variances proactively.
• Implement cost containment and optimization measures without compromising resolution effectiveness or customer satisfaction.
• Coordinate with Finance and relevant stakeholders to ensure accurate cost allocation, forecasting, and reporting.
• Support recovery actions from suppliers, sub-vendors, or third parties, where applicable, to minimize net warranty exposure.

Technical Analysis & Problem Resolution

• Lead technical investigations and root cause analysis for complex or recurring warranty issues.
• Validate corrective and preventive actions (CAPA) to ensure sustainable resolution and risk reduction.
• Escalate critical technical, quality, or commercial risks with clear impact assessment and recommendations.

Customer Satisfaction & Feedback Management

• Ensure customer satisfaction throughout the warranty claim lifecycle by delivering timely, high-quality, and transparent claim resolution.
• Own customer feedback related to warranty claims, including collection, analysis, response, and closure.
• Address customer concerns proactively to prevent dissatisfaction and preserve long-term customer relationships.
• Translate customer feedback into improvement actions in coordination with Engineering, Quality, and Service teams.

Performance Management & Continuous Improvement

• Ensure warranty activities align with departmental KPIs, including Warranty Cost Control & Financial Discipline.
• Monitor performance indicators such as claim cycle time, escalation rate, customer satisfaction, and recurrence trends.
• Identify systemic issues and contribute to process, design, or quality improvements to reduce future warranty exposure.
• Capture and communicate lessons learned to relevant stakeholders and governance forums.

Leadership & Capability Development

• Provide technical and process guidance to junior professionals involved in warranty claim execution.
• Review work outputs for accuracy, quality, and compliance with standards and procedures.
• Promote best practices in warranty management, customer communication, and cross-functional collaboration.

Qualifications / Requirements

• Bachelor’s degree in engineering.
• Minimum of 5–7 years of relevant experience (or equivalent skills) required to effectively perform the role.
• What we offer you
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• Annual vacation of 21 working days.
• Excellent opportunities for development, along with a competitive salary and company bonus scheme.
• A great working environment
• Sulzer is an equal opportunity employer.
• We believe in the strength of a diverse workforce and are committed to offering an inclusive work environment.
• We are proud to be recognized as a Top Employer 2026 in Brazil, Canada, China, Finland, Germany, Ireland, Mexico, Switzerland, South Africa, the UK and the USA.