Warranty Manager

Reports To: Director of Customer Care

Job Type: Full-Time Onsite, Salaried Exempt

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. Due to the operational nature of the department and the company’s continued expansion and growth, this position requires consistent on-site leadership and the ability to respond in real time to time‑sensitive matters. The role regularly involves high‑stress interactions, including handling customer complaints, addressing dealer disputes, resolving escalated warranty concerns, managing employee performance and workflow issues, and navigating urgent operational challenges.

The Warranty Manager must demonstrate sound judgment, strong problem‑solving skills, and the ability to effectively manage high‑pressure situations while maintaining professionalism and compliance with company policies. The position requires immediate decision‑making, direct communication, and active oversight to ensure operational continuity and service excellence.

• 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.

• 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 or Heavy Equipment Industry is required.
• 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.

• Experience working with an OEM manufacturer within the Material Handling industry is a plus.
• SAP (HANA) and Salesforce competency.

• Salary Range: $65,000-$75,000 (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).

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.