Manager, Warranty Claims

Job Description

Manages the warranty resolution process in all sales channels through effective interface with, and delegation to, Regional & Territory Sales Managers, Technical Services Representatives, and other appropriate Company personnel. Ensures appropriate actions are taken to ensure outstanding claims and claim processes are within pre-established limits and on‑line claims process submissions are continuously monitored.

Manages technical responsibilities within the Sales and Marketing department to bring value to internal and external customers. Functions in a “Product Champion/Customer Advocate” role to ensure product issues receive the appropriate focus and resourcing. Provides technical assistance as appropriate to manufactured housing accounts to rectify building code issues, installation difficulties, etc. Interfaces with Product Manager and Engineering department as appropriate on issues such as design of new or improved offerings.

Monitors claim activities in all warranty databases to ensure accuracy and consistency of coding and resolution to promote meaningful reporting from the data. Responds to audit requirements in a consistent and timely manner. Maintains letters and updates for technical questions and answers to provide a platform for consistent responses by the team to homeowners, contractors, distributors, and sales.

• Coordinates claim inspections with field sales personnel. Provides proper information/support to field sales personnel to ensure appropriate handling of claim inspections.
• Provides month‑end reporting, monitoring warranty statistics and historical data regarding claims and dollars versus previous periods and percentage of sales. Identifies trending and significant problematic issues, and ensures appropriate information is communicated to sales and manufacturing leadership.
• Reviews weekly checks and credit requests and monitors the activity with Accounts Payable and Finance to ensure timely credit/payment processing for approved claims.
• Provides technical assistance as appropriate to manufactured housing accounts to rectify building code issues, installation difficulties, etc.
• Assists the Director, Warranty & Field Training in establishing and controlling annual department warranty budget.
• Provides installation assistance to customers utilizing products sold through our distribution channels. Answers questions, provides written instruction and test reports and provides on‑site assistance when directed by Director, Warranty & Field Training.
• Provides appropriate support and input to product development.
• Provides Marketing department with new product ideas and long‑range planning input.
• Maintains adequate care and supervision of employees reporting to the department to ensure maximum utilization of human resources in accomplishing departmental/Company goals. Evaluates, motivates, and counsels direct reports as appropriate in accordance with Company policy and procedures. In concert with the Director, Warranty & Field Training and Vice President, Human Resources, develops and executes appropriate staffing plans to meet departmental and Company goals.
• Plays a leadership role in and supports processes regarding customer dissatisfaction issues, e.g., locks, color, etc.
• Is responsible for appropriate interaction and responses regarding claim litigation, Attorney General’s and Better Business correspondence including processes and effective communication with company management and litigation representatives ensuring company interests are protected.

Bachelor’s degree in Marketing, Business Administration, or comparable discipline or equivalent combination of education and experience.

Minimum of five years of experience in a Sales/Marketing/Technical Services/Warranty position with proven project management capability. Customer service and leadership/supervisory experience strongly preferred.

Highly developed oral and written communication skills required. Ability to develop and present training programs required. Analytical/mathematical orientation required. Strong background in building process and codes…