Job Details
What you will do
The Warranty Supervisor is a key role, reporting to the Global Senior Warranty Manager and will be based in Dubai. You will be responsible for reviewing and managing Applied Equipment warranty for Europe direct and indirect channels. The role will have a matrixed reporting structure: directly reporting into the Global Enterprise Warranty Excellence organization and indirect (dotted line) into the EMEA Applied Equipment PBU.
How you will do
Supervises Warranty Administrators and processes and provides appropriate input to warranty program goals and objectives.
Identifies, sets, and manages priorities of Warranty Administrators.
Responsible for the overall quality and productivity of their team.
Processes warranty claims utilizing the Europe SharePoint Warranty Tool or the Warranty Navigator system for all Applied Equipment products. Applies diversified product and operations knowledge to analyze and reconcile Applied Equipment warranty claims.
Acts as an escalation point for difficult or high value claims; manages escalation and appeal process. Has limited authority to make exceptions. Balances acting as a customer advocate and controlling warranty expenses.
Works with financial teams to ensure timely processing of customer credits for warranty and other equipment quality programs.
Independently develops, publishes, and distributes the required warranty reports. Employs metrics to evaluate trends in warranty claim processing and emerging quality issues.
Performs audits to ensure timely response to and resolution of warranty claims
Works to ensure stability/reliability/useability of the Europe SharePoint tool for userbase.
Handles warranty support activities including maintenance of warranty databases, warranty system administration, and development and maintenance of training literature.
Leads on projects to improve cost of quality and warranty claim administration. Leads development and implementation of warranty processing solutions for EMEA.
Actively provides feedback and works in conjunction with Product Technical Support, Factory Quality and Applied Equipment Quality teams to support field service.
Works with indirect distribution channel customers (Distributors) on warranty claims issues.
In addition, may be required to work with other teams in the JCI organization, these teams are comprised of, but not limited to, the following groups: design/manufacturing engineers, product management, customer service, and field service personnel
Teaches and coaches Warranty Administrators, and others who interact with warranty, in policies and processes.
What we look for
Required:
University degree and 3 year suggested minimum experience, or 2-year degree and 6 years suggested minimum experience, or 10 years equivalent combination of education and experience. (Finance, Engineering, Business, Data Science, or Computer Science preferred fields of study)
Independent and team project management skills are essential.
Effective analytical skills and a basic understanding of statistics. Demonstrated ability to analyze data and process meaningful reports for use throughout the organization.
Superior analytical, presentation, written and verbal communication skills are required.
Proficiency with Microsoft Suite Applications (Word, Excel, Power BI, and PowerPoint) is required. Knowledge of SAS and SAP is a plus.
Must be committed to participative management style and maintaining a quality team environment
Demonstrated ability to develop and implement customer-focused processes & procedures
Must be able to balance multiple projects and timelines.
Excellent people skills with ability to develop and maintain professional relationships
HVAC business knowledge a plus
Service field organization experience a plus
Technical writing skills are a plus
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