Warranty Manager

Sulzer; As Sudiyah; On-site; OMR 23,070 - 30,760; Full time

Benefits offered by this job

Annual vacation of 21 working days

Company bonus scheme

Great working environment

Job summary

Sulzer is looking for a Warranty Manager in Oman to manage complex warranty claims end-to-end. You will coordinate with internal teams and customers to resolve issues while ensuring compliance, customer satisfaction, and cost control.

The successful candidate will have a Bachelor's degree in engineering and 5–7 years of relevant experience. We offer a competitive salary, annual vacation, and excellent development opportunities.

Qualifications

• 5-7 years of relevant experience required.
• Proven expertise in warranty claims management.

Responsibilities

• Manage warranty claims efficiently.
• Act as primary contact for warranty matters.
• Control warranty claim expenditures.
• Lead technical investigations for warranty issues.
• Ensure customer satisfaction throughout the process.

Skills

Technical analysis

Project management

Customer communication

Cost control

Education

Bachelor’s degree in engineering

Job description

About the Role

Job Summary: The Warranty Manager is responsible for the end‑to‑end management of complex warranty claims. Acting as the primary interface between customers and internal stakeholders, the role applies advanced technical, commercial, and organizational expertise to ensure timely, compliant, and cost‑effective resolution, maintain customer satisfaction, prevent escalation, and protect the company’s commercial and reputational interests.

Key Responsibilities

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

• 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.