Job Description
Job Description
JOB SUMMARY
The Warranty Manager will lead the warranty function for a commercial vehicle manufacturer, ensuring effective budgeting, expense management, and resolution of field quality issues. This role connects customers, service, engineering, and production by turning field performance data into actionable improvements while protecting the company’s financial interests and reputation. The Warranty Manager will also work directly with customers to resolve issues and strengthen relationships.
Key Responsibilities
Warranty Program Management
- Develop and manage the annual warranty budget, including forecasting, accruals, and tracking against plan.
- Oversee warranty claim administration, adjudication, and timely resolution.
- Monitor and manage warranty reserves and report performance to leadership.
Customer & Field Support
- Act as the primary contact for warranty-related escalations from operators and fleet customers.
- Coordinate corrective actions, ensuring clear communication and timely closure of claims.
- Work directly with customers to guide them through warranty processes and provide support.
- Partner closely with the Field Service team to coordinate campaigns, retrofits, and corrective actions.
- Build strong partnerships with customers by balancing responsiveness with cost control.
Field-to-Production Feedback
- Capture and analyze field issues, driving findings back into engineering, quality, and production teams.
- Identify recurring issues and collaborate cross-functionally on corrective actions and long-term solutions.
- Support root cause analysis and verify effectiveness of fixes before closing out warranty concerns.
Risk & Financial Oversight
- Assess warranty risk exposure for new programs and contracts; provide input into bid reviews and financial planning.
- Manage supplier recovery efforts where third-party components contribute to failures.
- Report KPIs such as claims volume, cost per unit, resolution cycle time, and recovery rates.
Process & System Development
- Establish and continuously improve warranty processes, policies, and documentation standards.
- Implement data-driven reporting systems to ensure visibility of warranty performance and trends.
- Provide training and guidance to service, technical, and customer-facing teams on warranty protocols.
Qualifications
Required:
- Bachelor’s degree in Engineering, Business, or related field; advanced degree a plus.
- 7+ years’ experience in warranty, service, or quality management within the commercial vehicle, heavy equipment, or related manufacturing industries.
- Demonstrated ability to manage warranty budgets and reserves.
- Strong knowledge of failure analysis, corrective action methods, and supplier recovery processes.
- Excellent communication skills with a balance of customer service and business discipline.
- Proficiency in ERP, Salesforce, and warranty systems; strong data analysis and reporting capabilities.
- Leadership skills to develop and scale a warranty team.
Core Competencies
- Customer Focus: Builds trust and maintains relationships through clear, responsive communication.
- Analytical Thinking: Uses data and financial discipline to identify trends and make sound decisions.
- Problem Solving: Connects field issues to root causes and drives corrective action.
- Cross-Functional Collaboration: Works effectively across production, engineering, quality, and service.
- Risk Awareness: Anticipates cost exposure and creates proactive mitigation strategies.
Measures of Success
- Warranty claims resolved within defined service levels.
- Warranty reserves managed accurately against forecast.
- Supplier recovery offsets a measurable portion of warranty exposure.
- Field quality issues are identified, tracked, and reduced year-over-year.
- Customers view the warranty process as transparent, fair, and professional.
Company DescriptionWith 50 years of experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards.
All ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC.
We craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided design.
Company Description
With 50 years of experience, ENC has moved millions of people to their destinations with low floor and standard floor buses. We cater to the public transit/paratransit, airport, parking and university transportation markets with thousands of floorplan configurations, dozens of options, and unparalleled design and manufacturing standards.\r\n\r\nAll ENC models successfully complete FTA/Altoona durability testing and all low floor models pass third-party impact crash and roof crush performance testing. All models pass a comprehensive battery of crash tests to comply with applicable FMVSS, CMVSS, DOT, EPA, ADA, and NHTSA requirements. We can also accommodate nearly any design or fuel system request and offer one of the greenest buses in the industry, the exceptional hydrogen-powered Axess-FC.\r\n\r\nWe craft our buses at a state-of-the-art 227,000 square-foot, ISO 9001 certified production facility that encompasses 17 acres in Riverside, California. ENC utilizes the latest technology including computer aided design.