Hybrid Warranty Program Manager

at KION Group

• Job title: Warranty Program Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $82,875 - $121,550 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Grand Rapids, United States

About the role

• Warranty Program Manager at Dematic improving end-to-end warranty process and collaborating with cross-functional teams. Driving efficiency and customer satisfaction through strategic ownership and data analysis.

Responsibilities

• Own the end-to-end warranty process (including concessions), from warranty terms to warranty scope, claim intake to resolution, and post-analysis.
• Partner with business leaders to ensure accountability across their respective teams in resolving customer issues originating from their areas, ensuring timely and effective corrective actions.
• Collaborate with Project Engineering, Installation, Manufacturing, R&D, and other departments to drive system improvements and reduce recurring issues.
• Develop and implement strategies to reduce warranty costs while improving customer experience.
• Establish clear communication channels with customers to ensure transparency and responsiveness throughout the warranty process.
• Act as the primary point of contact for warranty-related blocking issues and inquiries.
• Analyze warranty data to identify trends, forecast risks, and support data-driven decision-making.
• Present regular updates to senior leadership on warranty performance, issue resolution progress, and improvement initiatives.
• Champion a culture of ownership and ongoing improvement across the organization.

Requirements

• Bachelor’s degree in Business, Engineering, Quality Management, or a related field.
• 5+ years of experience in warranty management, customer service, or quality.
• Proven engineering experience is preferred.
• Lean Six Sigma or Quality certification is helpful.
• Experience with direct customer contact is helpful.
• Business insight paired with strong analytical skills.
• Excellent communication and conflict resolution skills.
• Ability to influence organizations and lead enterprise-wide initiatives.
• Working experience with SAP is preferred.
• Experience managing customer blocking issues, internal partner concerns, and delivering high-impact resolutions.
• Experience with warranty systems, claims processing, and continuous improvement methodologies is preferred.
• Ability to travel up to 20%.
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities.

Benefits

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities