Technical and Warranty Manager

Virginia Transformer Corp; Roanoke (VA); Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

Virginia Transformer Corp. is seeking a Technical & Warranty Manager to lead technical escalations, warranty management, and field service coordination. You will investigate failures, coordinate cross-functional teams, and drive corrective actions while maintaining strong customer relationships.

The role requires deep knowledge of transformers, ability to interpret technical docs, and travel to customer sites as needed to ensure timely resolution and product improvement.

Qualifications

• Bachelor's degree in Electrical or Mechanical Engineering or related field is preferred.
• 7+ years in power transformers, electrical equipment, or heavy industrial equipment.
• Strong technical understanding of electrical and mechanical equipment.
• Experience investigating equipment failures and performing or coordinating root-cause analysis.
• Experience managing warranty claims or technically complex customer issues.
• Ability to interpret engineering drawings, specifications, test reports, and technical documentation.
• Structured problem-solving and corrective-action methodologies.
• Ability to travel to customer and field locations as required.

Responsabilités

• Serve as a primary technical escalation point for customer issues involving transformer performance, operation, installation, commissioning, and field service.
• Work directly with customers to understand technical concerns and determine appropriate next steps.
• Coordinate technical investigations involving Engineering, Quality, Manufacturing, Field Service, and other internal resources.
• Review field data, test results, drawings, specifications, photographs, service reports, and operating information to support problem resolution.
• Provide clear and timely technical communication to customers and internal leadership.
• Ensure customer issues receive appropriate urgency, ownership, and follow-through.
• Support technically complex customer meetings and issue-resolution discussions.
• Manage transformer warranty claims from initial notification through final resolution and closure.
• Evaluate warranty requests against contract requirements, warranty provisions, equipment history, operating conditions, and technical findings.
• Determine whether reported issues require additional investigation, field service, repair, replacement, engineering review, or other corrective action.
• Coordinate internal resources required to investigate and resolve warranty claims.
• Maintain accurate documentation of warranty cases, decisions, costs, corrective actions, and final resolutions.
• Monitor open warranty claims and drive timely closure.
• Ensure warranty decisions are technically sound, commercially responsible, and consistent with company requirements.
• Identify opportunities to reduce warranty exposure and recurring warranty costs.
• Lead and coordinate investigations of transformer failures, performance issues, and significant field events.
• Partner with Engineering and Quality teams to conduct structured root-cause analysis.
• Review manufacturing records, test reports, design information, field conditions, loading history, maintenance records, and other available data.
• Coordinate inspections, testing, teardown analysis, and field investigations when required.
• Develop clear technical findings and corrective-action recommendations.
• Ensure lessons learned from field and warranty issues are communicated back into Engineering, Manufacturing, Quality, and Service.
• Track corrective actions through completion and verify effectiveness.
• Work closely with Field Service leadership to determine appropriate field response to customer technical and warranty issues.
• Coordinate technical requirements for inspections, repairs, testing, commissioning support, and other field activities.
• Ensure field technicians and service teams have the drawings, procedures, technical information, and resources necessary to complete assigned work.
• Review field service findings and determine appropriate follow-up actions.
• Support emergency response to critical transformer issues when required.
• Partner with Design Engineering, Manufacturing Engineering, Quality, and Operations to resolve product and field-performance issues.
• Identify recurring technical problems and recommend design, manufacturing, supplier, or process improvements.
• Participate in corrective and preventive action activities.
• Provide field-performance and warranty feedback to engineering teams to support product improvement.
• Help establish standardized troubleshooting and technical-resolution processes.
• Support continuous improvement initiatives focused on reliability, quality, and customer satisfaction.

Connaissances

Technical knowledge

Root-cause analysis

Warranty management

Reading drawings/specs

Problem-solving methodologies

Multitasking

Analytical thinking

Communication

Stakeholder communication

Organization

Travel readiness

Formation

Bachelor's degree in Electrical Engineering, Mechanical Engineering, or related technical discipline

Description du poste

Key Responsibilities

Technical Support & Customer Resolution

• Serve as a primary technical escalation point for customer issues involving transformer performance, operation, installation, commissioning, and field service.
• Work directly with customers to understand technical concerns and determine appropriate next steps.
• Coordinate technical investigations involving Engineering, Quality, Manufacturing, Field Service, and other internal resources.
• Review field data, test results, drawings, specifications, photographs, service reports, and operating information to support problem resolution.
• Provide clear and timely technical communication to customers and internal leadership.
• Ensure customer issues receive appropriate urgency, ownership, and follow-through.
• Support technically complex customer meetings and issue-resolution discussions.

Warranty Management

• Manage transformer warranty claims from initial notification through final resolution and closure.
• Evaluate warranty requests against contract requirements, warranty provisions, equipment history, operating conditions, and technical findings.
• Determine whether reported issues require additional investigation, field service, repair, replacement, engineering review, or other corrective action.
• Coordinate internal resources required to investigate and resolve warranty claims.
• Maintain accurate documentation of warranty cases, decisions, costs, corrective actions, and final resolutions.
• Monitor open warranty claims and drive timely closure.
• Ensure warranty decisions are technically sound, commercially responsible, and consistent with company requirements.
• Identify opportunities to reduce warranty exposure and recurring warranty costs.

Failure Analysis & Root Cause

• Lead and coordinate investigations of transformer failures, performance issues, and significant field events.
• Partner with Engineering and Quality teams to conduct structured root-cause analysis.
• Review manufacturing records, test reports, design information, field conditions, loading history, maintenance records, and other available data.
• Coordinate inspections, testing, teardown analysis, and field investigations when required.
• Develop clear technical findings and corrective-action recommendations.
• Ensure lessons learned from field and warranty issues are communicated back into Engineering, Manufacturing, Quality, and Service.
• Track corrective actions through completion and verify effectiveness.

Field Service Coordination

• Work closely with Field Service leadership to determine appropriate field response to customer technical and warranty issues.
• Coordinate technical requirements for inspections, repairs, testing, commissioning support, and other field activities.
• Ensure field technicians and service teams have the drawings, procedures, technical information, and resources necessary to complete assigned work.
• Review field service findings and determine appropriate follow-up actions.
• Support emergency response to critical transformer issues when required.

Engineering & Quality Partnership

• Partner with Design Engineering, Manufacturing Engineering, Quality, and Operations to resolve product and field-performance issues.
• Identify recurring technical problems and recommend design, manufacturing, supplier, or process improvements.
• Participate in corrective and preventive action activities.
• Provide field-performance and warranty feedback to engineering teams to support product improvement.
• Help establish standardized troubleshooting and technical-resolution processes.
• Support continuous improvement initiatives focused on reliability, quality, and customer satisfaction.

Warranty Cost & Performance Management

• Track warranty expenditures, repair costs, field-service expenses, and other costs associated with warranty claims.
• Analyze warranty trends to identify major cost drivers and recurring failure modes.
• Develop reporting and metrics for warranty performance, claim volume, closure time, root causes, and costs.
• Work with leadership to identify opportunities to reduce warranty expense and improve product reliability.
• Support warranty forecasting, reserves, and financial analysis as required.
• Maintain visibility of high-risk and high-cost warranty cases.

Customer & Commercial Support

• Support Sales, Project Management, Contracts, and Commercial teams with technical warranty matters.
• Participate in customer discussions involving technically complex or commercially significant issues.
• Provide technical input regarding warranty obligations, repair options, and corrective-action strategies.
• Balance customer requirements with technical findings, contractual commitments, cost, and business considerations.
• Maintain professional and productive customer relationships throughout the resolution process.

Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, or a related technical discipline strongly preferred.
• 7+ years of experience in power transformers, electrical equipment, utility equipment, field service, engineering, quality, warranty management, or related heavy industrial equipment.
• Strong technical understanding of electrical and mechanical equipment.
• Experience investigating equipment failures and performing or coordinating root-cause analysis.
• Experience managing warranty claims or technically complex customer issues.
• Ability to interpret engineering drawings, specifications, test reports, and technical documentation.
• Strong understanding of structured problem-solving and corrective-action methodologies.
• Demonstrated ability to manage multiple complex technical issues simultaneously.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Ability to communicate complex technical issues effectively with customers, engineers, manufacturing teams, and senior leadership.
• Strong organizational skills and ability to drive issues through final resolution.
• Ability to travel to customer and field locations as required.

Preferred Experience

Experience in one or more of the following areas is highly desirable:

• Power transformers
• Distribution or specialty transformers
• Transformer field service
• Transformer testing and diagnostics
• Switchgear or high-voltage electrical equipment
• Utility or power-generation equipment
• Failure analysis and root-cause investigation
• Warranty or claims management
• Engineer-to-order manufacturing
• Heavy electrical equipment manufacturing

The Technical & Warranty Manager must be capable of taking ownership of complex problems and driving them to resolution.

This role requires a leader who can understand the technical issue, coordinate the right resources, communicate effectively with the customer, establish accountability, and ensure corrective actions are completed.

The successful candidate will bring a strong sense of urgency while maintaining disciplined technical analysis and sound business judgment.

About Virginia Transformer

Virginia Transformer is a leading U.S.-owned manufacturer of power transformers serving utilities, data centers, renewable energy, industrial customers, and other critical infrastructure markets.

As Virginia Transformer continues to grow, maintaining exceptional product reliability, technical support, and customer responsiveness is critical to our success.

The Technical & Warranty Manager will play an important role in strengthening the connection between our customers and our Engineering, Quality, Manufacturing, and Field Service organizations while driving faster issue resolution and continuous product improvement.