Senior Warranty Manager

What we need 

Symbotic is seeking an experienced Senior Warranty Manager to develop and improve the warranty program for our warehouse and distribution center automation installations. As a Warranty Manager, you will oversee all aspects of our product warranty program, ensuring compliance with Symbotic policies while providing exceptional service to our customers. A successful leader must possess basic knowledge of robotics machinery equipment and such elements that serve in the overall performance of the system at customer facilities.  This role will balance the need for warranty cost reduction initiatives while providing exceptional services to our customers. Symbotic is rapidly growing the installation base of our industry changing supply chain automation solutions, and the need for an evolved warranty controls program is essential for long term success of Symbotic and satisfaction for our customers. 

What we do 

The Senior Manager Warranty is part of the Quality team is part of the Manufacturing organization; which is responsible for driving continuous improvement practices of our systems' performance. Our quality team ensures that the products and processes meet the highest standards of quality, safety, and reliability. Their primary focus is to maintain consistency in the production of robots and automated systems that meet customer requirements and comply with industry standards. The quality team collaborates closely with various departments to ensure that quality is integrated throughout the entire product development and manufacturing lifecycle 

What you’ll do 

• As our warranty program is still being implemented, the candidate will need skills & experience in designing, implementing, and creating new processes, systems, and control mechanisms.   

• Continue to evaluate and improve warranty processing procedures, enhance efficiency, ensure turnaround times meet customer agreement, and maximize customer partnership.  

• Provide direction, support, and guidance to the warranty processing team, fostering a positive work environment, and promoting teamwork. 

• Implement quality control measures to ensure accuracy and consistency in warranty claim handling, maintaining high standards of service delivery and categorization of warranty claims. 

• As the point of contact for escalated customer inquiries or complaints related to warranty issues, resolve issues promptly and effectively to uphold customer satisfaction and trust in process.  

• Collaborate with Symbotic Supplier Quality Engineering team to maximize warranty cost savings through Symbotic’s supply chain. 

• Collaborate with suppliers to streamline warranty parts replacement processes, comply with warranty clauses as outlined in supplier contract. 

• Analyze warranty data to identify trends, identify root causes of product failures, and seek cross functional opportunities for improvement in product as related to engineering, R&D design, manufacturing processes, or customer support. 

• Provide ongoing training and development opportunities to the warranty processing team and customers to ensure they have the necessary skills and knowledge to perform their roles effectively. 

• Ensure compliance with warranty regulations and company policies, mitigating risks associated with warranty claims and minimizing potential liabilities. 

• Establish key performance indicators (KPIs) to measure the effectiveness of warranty processing operations and regularly monitor performance against targets. 

• Encourage a culture of continuous improvement within the warranty processing team, soliciting feedback, implementing best practices, and striving for excellence in service delivery. 

• Stay updated on industry regulations and standards related to warranties and consumer protection to ensure compliance and mitigate risk. 

• Candidate will need extensive SAP (preferred) or ERP (required) experience, implementing new modules and workflows in ERP system (customer service and warranty modules in SAP preferred).  

• Lead a cross functional collaborative team in the warranty program’s continuous improvement to meet corporate initiatives. 

• Understanding of the terms and conditions of customer agreements in place and experience in improving the same for future customers and growth with current customer base. 

What you’ll need 

• Ability to be present on site at our Headquarters in Wilmington, MA 2-3 days/week. 

• Bachelor's degree in business administration, Engineering, or related field. 

• Minimum 7 years of experience in warranty management, quality assurance, or related field, preferably in the technology warehouse operations industry. 

• Strong understanding of warranty policies, procedures, and best practices. 

• Excellent analytical and problem-solving skills, with the ability to identify trends and root causes of product failures. 

• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners. 

• Detail-oriented mindset with a focus on accuracy and quality in warranty claim processing and documentation. 

• Knowledge of warranty management systems and tools is a plus. 

• Commitment to delivering outstanding customer service and ensuring customer satisfaction. 

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