Warranty Administrator - Quality

Position: Warranty Administrator - BCC

Direct reports to: Quality Manager

Position: 

Responsible for ensuring that customer warranty claims are entered into 4CS, reviewed to be within our standards rates and times. That the item is within the warranty period, determine part return status, review returned materials and disposition accordingly. Tracking failures, trends, spikes and understanding underlying causes or failure modes. Reporting negative trends to cross functional teams to assure actions are taken to address. Working with dealers to address claims lacking data, timely reporting of failures and accuracy of the submissions. 

Entering adjudications of claims within 4CS and customer portals to assure proper disposition is provided within warranty agreements as well as within customer requirements where applicable. Where standard rates and terms are exceeded creating documentation to account for the reasoning and justification. Creating and presenting product failure reports from investigations. Communicating supplier driven issues to the vendor and internal groups to drive and support replacement and recovery efforts.  

Look for opprotunities to drive down warranty costs where possible. Look for opportunities to drive vendor recovery efforts for component reliability issues, repeat similar failures and overall all manufacturer quality concerns. 

Scope:

Customer Quality: 

• Creating and maintaining positive relationships with our customer and dealer base. 
  1. Cultivate a collaborative and supportive partnership built upon mutual respect,  understanding and trust that achieves all interested parties expectations, goals and objectives. 
• Planning, defining and developing supporting process and product related documentation to account for BCC/Customer/Dealer/End User requirements.
• Providing SQE the data and evidence to support and pursue vendor recovery for costs associated with activities necessary to address supplier generated defects, failures and reliability issues identified at any point in the value stream including open field campaign support. This may include activities taken at the BCC facility, the customer manufacturing facility as well as dealer and field service locations maintaining units already in service. 
• Monitoring and measuring BCC performance against customer and end user defined quality metrics/KPI’s. Reviewing warranty spend data to determine areas where negative trends exist, identifying top contributors for further action by cross functional teams. 

Education & Experience Requirements (Quality): 

• 3 or more years of experience in installing, servicing, trouble shooting and repairing commercial and or residential HVAC/R roles. Customer/Supplier quality engineer, quality testing, engineering positions. 
• Experience in manufacturing processes as an operator, line lead, assembler or related is beneficial. 
• Experience reading drawings, BOM documents, engineering standards, technical specifications, standards, material specifications. 

Certifications: 

• MAC’s Certification for handling refrigerants. 

Necessary Skills:

Required

• Knowledge of HVAC/R systems, components and functionality. 
• Strong diagnostic background. 
• Experience in testing functionality of HVAC components to validate claims and determine next steps. 
• Proven complex problem-solving experience.
• Effective root-cause analysis experience.
• Working with and presenting for all levels of company and customer organizations.
• Ability to lead or work within a team to review returned products to confirm failures, document findings, create presentation materials and work with suppliers where applicable. 
• Strong computer/software skills
• Highly adaptable to ERP, and design document control software navigation and organization. 
• Strong verbal and written skills
• Highly organized, maintaining evidence for results of corrective actions, action plans.
• Use of basic hand tools