Warranty Team Lead

About the role

The Warranty Team Lead will lead a team of Warranty Specialists to drive operational excellence in warranty case management, customer satisfaction, process improvement, and team development while ensuring compliance with company policies and cost-control objectives. The warranty team provides support for ABB customers, Sales Channel, Product Management, and ABB Services teams across the Motion Drive Products, High Power, and Services portfolios for products sold by the USA sales unit and built in the New Berlin, WI factory. This is a hybrid role based in New Berlin, WI.

Responsibilities

• Lead, coach, and develop a team of warranty specialists and support personnel through regular one-on-one meetings, performance discussions, development plans, and succession planning.
• Oversee day-to-day warranty case handling activities, including workload distribution and staffing requirements, to ensure timely review, approval, and resolution of warranty claims while maintaining accurate documentation and customer communication in SAP and Salesforce.
• Serve as the primary escalation point for complex warranty issues, balancing customer satisfaction with warranty cost management, policy compliance, and operational effectiveness.
• Drive continuous improvement by developing and maintaining warranty work instructions, process maps, and training materials, while partnering cross-functionally with data, Quality, Product Management, and business and shipping operations teams to analyze trends, support corrective actions, and improve forecasting and fulfillment.

Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters—because the progress we make here creates real impact out there.

Requirements

• High school diploma or GED required. Associate’s or Bachelor’s degree preferred.
• 4+ years of previous warranty, customer service, technical support, or related experience required.
• Previous experience leading teams and projects preferred.
• Ability to respond to customer inquiries and communicate effectively in English, both verbal and written.
• Must be computer-literate; working knowledge of SAP, Salesforce, and Power BI preferred.
• Awareness of variable frequency drives and industrial manufacturing electrical components preferred.
• Valid driver’s license required, willingness to travel 5-10%, and candidates must already have a work authorization that would permit them to work for ABB in the US.

Preferred Qualifications

• Previous experience leading teams and projects.
• Working knowledge of SAP, Salesforce, and PowerBI.
• Awareness of variable frequency drives and industrial manufacturing electrical components.

About ABB

ABB Motion keeps the world turning while saving energy every day. Our pioneering drives, motors, generators, mechanical power transmission products and integrated digital powertrain solutions are driving the low-carbon future for industries, cities, infrastructure and transportation. Through our global presence, we are always close to our customers and help them optimize energy efficiency, improve safety and reliability, and achieve precise control.

Benefits

• Health, Life & Disability
  • Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
  • Choice between two dental plan options: Core and Core Plus.
  • Vision benefit.
  • Company paid life insurance (2X base pay).
  • Company paid AD&D (1X base pay).
  • Voluntary life and AD&D – 100% employee paid up to maximums.
  • Short Term Disability – up to 26 weeks – Company paid.
  • Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
  • Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance).
  • Paid Parental Leave.
  • Employee Assistance Program.
  • Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption.
  • Employee discount program.
• Retirement
  • 401k Savings Plan with Company Contributions.
  • Employee Stock Acquisition Plan (ESAP).
• Time off
  • 11 paid holidays.
  • Salaried exempt positions are provided vacation under a permissive time away policy.