Warranty Manager

HC Forklift America; Rock Hill (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

Paid Time Off (PTO) and Paid Holidays

Employee Assistance Program (EAP)

Job summary

HC Forklift America in Rock Hill, SC, onsite, is seeking a Warranty Manager to lead registrations, warranty claims, and related admin tasks in Salesforce. You will manage daily operations, assign work, and ensure efficient warranty program administration.

The role interfaces with National Accounts, Dealers, and Customers, enforcing HCFA Warranty Policy, reviewing submissions, and escalating complex cases. Strong communication, leadership, and ERP/Salesforce proficiency are essential.

Qualifications

• Minimum 5+ years of warranty management experience in Material Handling, Heavy Equipment, or Automotive.
• Associates degree or technical degree required.
• Strong communication and leadership capabilities.
• Proficient with Salesforce, SAP, and ERP/CRM tools.
• Strong attention to detail and analytical thinking.

Responsibilities

• Oversee equipment master files in Salesforce for accuracy.
• Manage dealer registrations and warranty activations per policy.
• Review warranty claims and ensure compliance with HCFA Policy.
• Provide monthly warranty reporting to factory and Quality teams.
• Process approved warranty credits in SAP.
• Maintain dealer labor pricing and annual pricing adjustments.
• Train dealers on warranty policies and Salesforce procedures.
• Collaborate to develop a Fixed Rate Labor Guide by model.
• Coordinate with Senior Service Representatives and HCFA Management.
• Investigate warranty trends and drive permanent corrective actions.

Skills

Warranty management

Customer service

Leadership

Communication

Problem solving

Time management

Detail oriented

Microsoft Office

Salesforce

ERP / SAP

CRM systems

Education

Associates degree or technical degree

Tools

Salesforce

SAP (S/4 HANA)

ERP systems

CRM systems

Job description

Job Title: Warranty Manager

Department: Customer Care

Reports To: Director of Customer Care

Job Type: Full-Time| Onsite | Salaried Exempt

Location: Rock Hill, SC 29730

Position Summary

The Warranty Manager provides daily leadership and oversight of all equipment registrations, warranty claims, and related administrative processes through the Salesforce platform. This role is responsible for managing departmental operations, assigning work schedules, and ensuring the efficient administration of warranty programs.

The Warranty Manager ensures that National Accounts, Dealers, and Customers receive exceptional support while maintaining strict adherence to HCFA Warranty Policy. This role reviews warranty submissions for compliance, communicates directly with dealers regarding documentation requirements, and escalates complex issues for resolution when necessary.

Key Responsibilities

• Oversee and maintain accurate Equipment Master files for equipment, batteries, and chargers within Salesforce.
• Ensure the Salesforce warranty platform functions efficiently and accurately.
• Manage dealer equipment registrations and warranty activations in accordance with HCFA Warranty Policy.
• Review and manage warranty claims submitted by dealers through warranty systems.
• Provide detailed monthly reporting on warranty claims by model, class, industry, and fault type to factory and Quality teams.
• Prepare and submit monthly reports of system-approved warranty claims to Leadership for final approval.
• Create and process approved warranty credits in SAP for dealer distribution.
• Maintain dealer labor pricing in Salesforce and manage annual pricing adjustments within policy guidelines.
• Communicate with dealers regarding claim status, denials, documentation requirements, and policy interpretation.
• Ensure RMA parts identified for inspection are returned, received, and reviewed by the Service Department.
• Assist in updating HCFA policy manuals and warranty certificates under the guidance of the Director of Customer Care.
• Recommend improvements to operational systems, warranty policies, and procedures.
• Provide training to dealers on warranty policies and Salesforce procedures to ensure compliance and resolution of issues.
• Collaborate with the National Service Manager and stakeholders to develop and maintain a Fixed Rate Labor Guide by model.
• Process internal warranty claims in coordination with HCFA subsidiaries.
• Coordinate support activities with Senior Service Representatives and HCFA Management.
• Investigate warranty trends and quality concerns, collaborating cross-functionally to drive permanent corrective actions.
• Perform additional duties as assigned.

Required Qualifications

• Associates or degree, technical degree in a related field, or equivalent professional experience.
• Minimum 5+ years of experience as a Warranty Manager within the Material Handling, Heavy Equipment, or Automotive Industry.
• Strong customer service orientation with a professional and positive demeanor.
• Demonstrated ownership and accountability in resolving issues.
• Excellent written and verbal communication skills.
• Strong leadership and team-building abilities.
• Effective time management and organizational skills.
• High attention to detail.
• Strong analytical, critical thinking, and problem-solving skills.
• Proficient in Microsoft Office and cloud-based platforms.
• Experience with an ERP system and CRM systems

Preferred Qualifications

• Experience with an OEM is a big plus
• SAP (S/4 HANA) ERP and Salesforce CRM competency

Compensation & Benefits

Salary Range: (Based on experience and qualifications)

Benefits Include:

• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO) and Paid Holidays
• Employee Assistance Program (EAP)

Additional Information

This job description reflects the current expectations for the position but is not intended to be all-inclusive. Duties, responsibilities, and qualifications may be modified or reassigned at any time to meet the evolving needs of the organization.