About this role

Supervise daily warranty operations, including claim intake, validation, and resolution
Provide leadership, coaching, and professional development for a team of warranty specialists
Ensure compliance with company warranty policies and procedures
Partner with engineering, quality, and product teams to address root causes of defects
Monitor KPIs such as claim cycle time, approval rates, and customer satisfaction
Manage escalated warranty cases and ensure timely resolution
Support continuous improvement initiatives and process optimization
Maintain accurate records and reporting for internal and external stakeholders
Support the resolution of complex customer issues, both internal and external, while advising Warranty Agents on appropriate next steps and best course of action.
Handle internal or external customer requests as needed, during times of significant volume to help the team achieve their performance goals
Perform quarterly and annual personnel reviews

Associates degree, equivalent Certifications, or related field (or equivalent experience)
3–5+ years of experience in warranty, customer service, or after-sales support
Previous supervisory or team leadership experience preferred
Strong analytical and problem-solving skills
Proficiency in Microsoft Office (Excel, Word, PowerPoint)
CRM and ERP experience (Oracle and Sales Force Preferred)

Warranty Supervisor

Key skills