Lead Warranty Specialist

Role Summary

The Lead Warranty Specialist will manage the warranty claim process for INNIO Waukesha Gas Engines Inc. product offerings, ensuring fair and timely resolution for both the business and the customer.

Essential Responsibilities

• Managing the warranty claim process and negotiating fair settlements that are satisfactory to both the business and the customer
• Overseeing the return and disposition of material as needed to support warranty claims
• Inspect, analyze, and test both mechanical and electrical components as needed
• Reading and interpreting documents such as safety rules, operating and maintenance instructions, repair and overhaul instructions, engineering and quality reports, Engineering Change Requests, prints, standard operating instructions, and testing documents
• Ensuring all documentation and supporting evidence is obtained to support root cause analysis, vendor recovery, continuous improvement, and related activities
• Developing and delivering technical presentations and reports on root cause analyses to support claim adjustments and/or denials
• Using Salesforce case management tools to report and track product issues
• Driving customer satisfaction through a strong commitment to quality
• Facilitating warranty service and parts order entry and shipments
• Participating on teams such as NPI, special task forces, and other cross-functional teams as requested
• Working with finance to develop monthly reports and quarterly statements
• Performing duties in compliance with all applicable INNIO quality procedures and work instructions
• Contributing to the INNIO Waukesha Service Continuous Improvement process, including CI boards, participation in RCAs, and lessons learned from cases

Qualification Requirements

• Bachelor’s degree from an accredited university, or an associate degree in a technical field with 5 years of experience in a technical customer service role
• Minimum of 4 years of experience servicing and troubleshooting internal combustion engines and/or power generation equipment
• Minimum of 1 year of experience working with Salesforce
• Ability to work in both office and shop environments, including standing, sitting, walking, reaching, lifting, climbing, and other physical activities as required
• Ability to use hand tools and testing equipment
• Previous experience working with warranty in an industrial environment
• Self-motivated with the ability to multitask and manage various customer events and activities
• Strong customer focus with the ability to understand and respond to customer needs
• Interpersonal communication skills
• Able to work across organizational boundaries and collaborate with cross-functional and cross-regional teams

Job Specific Knowledge

• Demonstrated strength in written and oral communication
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Strong attention to detail and accuracy
• Ability and willingness to travel up to 30%