Warranty Systems

Company Summary

Established in 1951, Big Joe is a customer-driven North American material handling equipment company. We distribute innovative products for in-between-handling applications, purpose-built counterbalanced lithium-ion forklifts, and market-leading autonomous solutions. Based in Madison, Wisconsin, we provide engineering expertise, customer service, aftermarket parts, and warranty support to our extensive dealer network and customers.

Our company is experiencing rapid growth and is concentrating on cutting-edge technologies such as integrated lithium-ion forklifts and autonomous mobile robots. We are proud to be Powering Progress in the material handling industry.

Position Summary

The Manager of Warranty will be responsible for leading our warranty operations and drive continuous improvement across our product and service offerings.
This role is responsible for designing and managing the OEM warranty ecosystem—policies, processes, data, and dealer compliance. This is not a service or technician role; it is a strategic warranty operations position focused on analytics, process design, and cross‑functional collaboration.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Establish and update warranty labor rates based on industry standards, OEM guidelines, and internal cost analysis.
• Analyze technician productivity, repair complexity, and historical data to set accurate labor times.
• Oversee the warranty claim process from initiation to resolution, ensuring compliance with company policies and service standards.
• Build detailed repair timetables (flat-rate manuals) for warranty-covered work.
• Work with engineering, service, and technical teams to determine realistic repair durations.
• Maintain a database of labor operations, time standards, and repair procedures.
• Produce reports on warranty costs, labor efficiency, and claim trends
• Collaborate with engineering, quality control, and customer service teams to address recurring issues and enhance product reliability.
• Develop and maintain warranty policies, procedures, and documentation.
• Manage relationships with dealers, OEMs, direct and catalog customers to ensure smooth handling of warranty claims.
• Monitor warranty costs and work with finance to track accruals and reimbursements.
• Reconciles all warranty receivables from our parent company, with payments through the appropriate accounting schedule.
• Prepare regular reports on warranty performance, service levels, and customer feedback.

Leadership and Collaboration

• Successfully manage and develop a growing team in a hybrid work environment with constantly expanding responsibilities due to growth and increasing complexity of our business
• Mentors, coaches, and develops team members in day-to-day activities, decision-making and team management
• Establish monthly warranty recovery goals based on fleet age and equipment type
• Design and build reports, scorecards and dashboards to measure performance and internal warranty benchmarking
• Partner with Engineering team members to enhance existing designs in order to increase warranty collection and outline new opportunities as they occur
• Develop and manage the tracking and maintenance of standard warranty inspections, claims, credits, returns.
• Author and publish up-to-date warranty process and policy to our support website.
• Navigate warranty labor rates from dealers and service providers in accordance with warranty policy.
• Partner with internal teams on ongoing enhancement and utilization of warranty tools to increase customer service categorize claims.

Qualifications

• Minimum 3 years of experience as a Forklift Service Technician, Automotive or field mechanic, with exposure to both mechanical and electrical and hydraulic systems
• Minimum 4 years of demonstrated success in designing, developing, and maintaining warranty policies, procedures at the national level
• Preferred extensive background in material handling support or experience within a similar industry
• Read and understand Electrical & Hydraulic Schematics.
• Foundational knowledge in Microsoft suite (i.e., Excel, PowerPoint, Word).