Warranty Especialist

Güntner Group; Apodaca; Presencial; MXN 350.000 - 500.000; Jornada completa

Descripción de la vacante

Güntner Group is seeking a Warranty Specialist to provide high-quality technical and customer-focused warranty support, leading field service activities and coordinating cross-functional solutions.

You will manage claims, parts, service reports, and continuous improvement initiatives, while training new staff and monitoring KPIs.

Formación

• Strong customer service orientation.
• Excellent analytical and problem-solving skills.
• Experience managing warranty claims and field service activities.
• Ability to work cross-functionally with engineering, quality, operations, and customers.
• Strong communication, organization, and leadership skills.

Responsabilidades

• Warranty Claim Management: Review and validate warranty claims to determine eligibility; define required replacement parts and process warranty orders; coordinate and ensure timely delivery and receipt of warranty parts at customer sites.
• Field Service Coordination: Plan, organize, and coordinate field service activities; define project scope, resources, tools, and timelines; ensure compliance with safety procedures and site requirements; oversee service execution with customers and service teams; prepare service reports and obtain customer acceptance upon completion.
• Warranty Data Management: Register and maintain warranty cases within the system; ensure complete and accurate documentation of all claims; generate reports, metrics, and performance indicators.
• Corrective Actions & Continuous Improvement: Initiate and support corrective actions in collaboration with the Quality team; follow up on root cause investigations and implemented solutions; verify the effectiveness of corrective actions to prevent recurrence.
• Training & Knowledge Sharing: Train and onboard new employees on warranty processes; support the development of technical knowledge within the team.
• Administrative & Leadership Responsibilities: Plan and prioritize ongoing warranty and service cases; present warranty cases and updates to cross-functional stakeholders; monitor KPIs and department performance; coordinate team activities and support continuous improvement projects.

Conocimientos

Analytical thinking

Customer service

Leadership

Cross-functional collaboration

Descripción del empleo

About The Role

We are seeking a

We are seeking a Warranty Specialist to provide high-quality technical and customer-focused warranty support, ensuring customer satisfaction through effective analysis, resolution, and prevention of warranty claims. This role will lead complex field service activities, coordinate cross-functional solutions, and drive continuous improvement initiatives.

Key Responsibilities

Warranty Claim Management

• Review and validate warranty claims to determine eligibility.
• Define required replacement parts and process warranty orders.
• Coordinate and ensure timely delivery and receipt of warranty parts at customer sites.

Field Service Coordination

• Plan, organize, and coordinate field service activities.
• Define project scope, resources, tools, and timelines.
• Ensure compliance with safety procedures and site requirements.
• Oversee service execution with customers and service teams.
• Prepare service reports and obtain customer acceptance upon completion.

Warranty Data Management

• Register and maintain warranty cases within the system.
• Ensure complete and accurate documentation of all claims.
• Generate reports, metrics, and performance indicators.

Corrective Actions & Continuous Improvement

• Initiate and support corrective actions in collaboration with the Quality team.
• Follow up on root cause investigations and implemented solutions.
• Verify the effectiveness of corrective actions to prevent recurrence.

Training & Knowledge Sharing

• Train and onboard new employees on warranty processes.
• Support the development of technical knowledge within the team.

Administrative & Leadership Responsibilities

• Plan and prioritize ongoing warranty and service cases.
• Present warranty cases and updates to cross-functional stakeholders.
• Monitor KPIs and department performance.
• Coordinate team activities and support continuous improvement projects.

What We're Looking For

• Strong customer service orientation.
• Excellent analytical and problem-solving skills.
• Experience managing warranty claims and field service activities.
• Ability to work cross-functionally with engineering, quality, operations, and customers.
• Strong communication, organization, and leadership skills.