Warranty and Technical Support Supervisor

Electric Machinery Company, a division of WEG Electric Corp.

Minneapolis, MN

Department:
Engineered Services

The Warranty and Technical Support Supervisor will lead the service technical support and warranty functions for the United States and Canada; ensures rapid, high‑quality responses to customer inquiries and product issues; and serves as the primary North American interface with WEG Energy (WEN) factories worldwide. The position coordinates warranty decisions for machines produced in Brazil, India, and other global factories; solicits engineering support from those factories when needed;

governs the warranty validation process; and ensures proper cost recovery for warranty work completed in North America. Success depends on a deep understanding of global factory processes; strong relationships with key factory stakeholders; and disciplined communication that creates clarity across time zones and cultures.

• Supervise and mentor Technical Support Engineers and warranty personnel; ensure clear priorities, balanced workload, and measurable goals.
• Foster a culture of accountability, professionalism, and continuous learning; support professional growth through coaching and cross‑functional training.
• Promote Lean thinking and service excellence; improve responsiveness and team efficiency.
• Maintain a high‑performance environment that supports both customer needs and departmental objectives.

• Coordinate all technical support and warranty claims for WEN‑designed machines operating in the United States and Canada; act as the local authority on claim creation, documentation, and validity.
• Oversee investigation and resolution of warranty claims; ensure timely case creation, documentation accuracy, and closure in SAP.
• Determine warranty eligibility based on factory standards; ensure consistent application of criteria; communicate decisions clearly to customers and internal teams.
• Request and integrate engineering support from WEN factories when deeper technical analysis is required; ensure factories receive complete information for timely evaluations.
• Oversee cost recovery for approved warranty work performed by EM service teams; coordinate reimbursement with factory finance and warranty groups.
• Support the Service organization by collaborating with Service Managers, Project Managers, field technicians, and leadership to resolve complex technical challenges.

• Serve as the primary liaison between WEG Electric Machinery (EM) and global WEN factories for all technical support and warranty matters.
• Build and maintain strong relationships with engineering, quality, warranty, and service teams in Brazil, India, and other WEN locations; establish predictable communication rhythms and shared expectations.
• Develop expertise in factory processes, documentation standards, engineering workflows, and design philosophies; apply this knowledge to improve troubleshooting accuracy and reduce delays.
• Ensure information flows cleanly in both directions; provide factories with field data to support design improvements; communicate factory updates, technical clarifications, and corrective actions to local teams.
• Coordinate joint investigations for complex failures; supply factory engineers with detailed field reports and testing data; ensure customer communication is clear, timely, and accurate.
• Represent EM’s service organization in discussions where factory decisions influence customer satisfaction or fleet reliability; advocate for transparent communication and timely solutions.

• Develop and maintain warranty procedures, documentation standards, and reporting structures.
• Define and track key performance metrics such as response time, claim closure rate, cost recovery, and recurrence of issues.
• Implement standardized templates and workflows in SAP; ensure full adoption across all claim types.
• Lead corrective action tracking and ensure lessons learned are shared with…