Role SummaryThis is an On-Site position based at our location in Gastonia, NC. The Aftermarket Warranty Manager is responsible for overseeing all warranty activities for the MANN+HUMMEL Aftermarket business in the United States. This role ensures the effective and efficient handling of customer warranty claims, manages warranty policies, supports root cause investigations, and partners cross-functionally to drive continuous improvement and customer satisfaction. JOB RESPONSIBILITIES
- Lead and manage the warranty process across all aftermarket product lines and channel
- Technical liaison between management, engineering, production, quality, sales, and customers for new products, product changes or customer complaint
- When required by circumstances, coordinate with appropriate legal counsel and/or risk management personnel on matters of product liability and organizational defense
- Review weekly call data, alleged defective and warranty claims and determine appropriate actions
- Direct and participate in planning field actions, product notices and product recalls
- Determine need for new or modified instruction sheets or other material related to new or potential product use concerns including working with appropriate team to complete and deploying information
- Direct and participate in investigations of customer complaints regarding quality, tolerances, specifications and delivered condition of products
- Determine product needed product related improvements including working with appropriate team to implement and verify effective corrective actions
- Record, analyze, and inform appropriate persons of status and disposition of customer complaints and claims
- Determine appropriate field service activities to resolve customer issues including working with appropriate resources to complete field trials
- Coordinate with global MANN+HUMMEL warranty counterparts to align best practices and reporting
- Participate in and support company project Teams in such matters as improved product quality, sales and marketing objectives and improved customer satisfaction
- Evaluate the effectiveness, accuracy, and timeliness of assigned work and review those results with appropriate individuals
- Manage working relationships with MANN+HUMMEL R&D/Engineering, Process Engineering, Quality, Finance/Controlling, Purchasing, HSE, Logistics, Product Information, Catalog, Product Development, and Legal teams
- Demonstrate leadership ability including working across multiple disciplines and management levels in our organization as well as customer facing organizations and external support teams in a professional manner
- Assure accurate and proper storage of warranty claim information and communications
- Completion of special assignments as assigned
REQUIREMENTSEducation: • Bachelor's Degree in Business Administration, Engineering, or a related field Experience: • Minimum of 5 years' relevant working experience in warranty related roles within a manufacturing environment • Team lead/leadership experience with direct reports Required Skills: • Excellent oral, written, and presentation communication skills • Knowledge of measuring devices and metrology systems • Must be able to read and understand engineering drawings including GD&T (Geometric Dimensions and Tolerances) • Strong problem-solving and root cause analysis skills • Proficiency in Microsoft Office tools (Excel, PowerPoint, Word) • Ability to travel up to 20% (Regional/Domestic/Some International - Mexico/Germany) Preferred Experience and Skills: • Broad knowledge of filtration products • Warranty experience in automotive parts manufacturing • Mechanical aptitude and/or experience • Knowledge and understanding application of ISO/TS 16949 and ISO 14001 requirements • Understanding of gas and diesel engine diagnostics and repair • Familiar with quality tools: Problem Solving/8D Method, 5-Why • Knowledge of SAP • Basic negotiation skills @LI - On-Site