Warranty & Returns Lead - Customer Care & Quality

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Warranty Full-Time Muncie, IN, US

30+ days ago Requisition

At Muncie Power, our products play a critical role in our society by powering the vehicles that develop key infrastructure, putting out dangerous fires, fixing the power lines that power our homes, and hauling away our garbage.

Every team member at Muncie Power understands how important the success of our customers is to their communities. And that inherent value is carried throughout each team to ensure we’re providing the best for our customers.

WHAT YOU’LL DO

This position is responsible for providing customers with timely and professional support related to product evaluation, troubleshooting, repairs, and warranty claims and returns. Ensures warranty issues are evaluated fairly and consistently, with a focus on customer satisfaction and appropriate resolution. Coordinates with internal teams to facilitate effective problem resolution and identify opportunities for corrective action and product improvement. Ensures all warranty documentation, reporting, and related records are accurate, complete, and maintained in a timely manner.

• Takes lead to investigate and respond to customer inquiries and complaints related to non-conforming Muncie products, providing timely and professional support.
• Leads warranty inquiries and customer complaints through a fair, consistent, and timely resolution process.
• Supervises, develops, and provides direction to Warranty Department personnel, including establishing priorities and ensuring timely completion of departmental responsibilities.
• Prepares and communicates warranty and repair reports, findings, and correspondence to customers regarding returned products.
• Provides customers with technical and administrative assistance related to product returns, warranty claims, troubleshooting, and repair activities.
• Analyzes warranty data and prepares monthly warranty, activity, and quality reports to identify trends, recurring issues, and opportunities for improvement.
• Chairs (SPA) meetings and prepares and presents information regarding significant warranty claims and takes lead to negotiate claims with customers
• Performs the functions of Element Champion for ISO related activities of the Warranty Department
• Ensures company standard warranty and repair practices are followed.
• Performs other duties as assigned by the VP of Engineering

YOUR EXPERIENCES & SKILLS

• Bachelor's degree in a technical or business related field, or equivalent job experience preferred
• Minimum of 3 years of bench assembly experience, or equivalent hands-on product knowledge and experience within Muncie Power Products or a related manufacturing environment preferred.
• Minimum of 2 years of experience in a Customer Service, Warranty, Quality, or similar leadership role preferred.
• Strong written and verbal communication skills, with the ability to communicate effectively with customers, employees, and cross-functional teams.
• Strong mechanical aptitude and a technically oriented mindset, with the ability to understand mechanical, hydraulic, and electronic products and systems.
• Must demonstrate strong emotional intelligence and interpersonal skills, with the ability to navigate challenging customer scenarios with professionalism, empathy, patience, and sound judgment.
• Demonstrated ability to evaluate product issues, troubleshoot failures, and apply sound judgment when determining appropriate warranty and repair resolutions.
• Flexible and adaptable, with the ability to effectively respond to changing business conditions, priorities, and job assignments.
• Proficient with Microsoft Office and other commercial software applications, with the ability to learn and effectively utilize company ERP, warranty, and reporting systems

BENEFITS

• Medical, dental, and vision insurance, and zero card
• Life, death, dismemberment, and dependent insurances
• Short-term and long-term disability, and flexible leaves of absence
• Employee assistance programs
• 401k (match 50% on the first 6% of deferred compensation) and flexible spending plans
• 3 weeks of paid time off
• 9 paid holidays
• Wellness & Engagement

DEPARTMENT: IWARRY - Warranty

WORK ENVIRONMENT: Mfg/Warehouse Environment

WORKPLACE ARRANGEMENT: On Site

SUPERVISES: N/A

SALARY GRADE: 16

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.…