What are the responsibilities and job description for the Warranty Specialist position at Rough Country?
Job Summary:
The Warranty Specialist leads initiatives to reduce or eliminate warranty claims across all product lines. This role collaborates with cross-functional internal teams (Customer Service, R&D, Category Management, Purchasing, Packaging, and Manufacturing) and external suppliers to resolve root-cause quality issues. Additionally, this position supports pre-launch product design and sourcing to ensure service parts are established, system-ready, and communicated to Customer Service. Some common duties of the Warranty Specialists role include:
- Data Analysis & Reporting: Analyze warranty trends monthly, quarterly, and annually to present actionable insights to leadership.
- Root Cause Analysis (RCA): Perform RCA and hands-on testing on returned products (e.g., lighting, winches, shocks, bed covers) to solve recurring issues.
- Cross-Functional Issue Resolution: Partner with internal teams, Customer Service leads, and external suppliers—including occasional vendor visits—to fix quality gaps.
- New Product Development: Participate in NPD reviews to identify potential failure points and configure required service parts in the system.
- Customer Service Support: Serve as the technical SME to support Customer Service on complex claims and warranty program gaps.
Minimum Requirements:
- Autonomy: Self-starter capable of working with minimal supervision.
- Product Expertise: Strong working knowledge of aftermarket vehicle product function and installation.
- Technical Skills: Detail-oriented with proficiency in precision measuring tools (calipers, gauges).
- Communication & Professionalism: Excellent communication and diplomatic interpersonal skills across all levels.
- Safety & Compliance: Strong safety orientation with a clean violation record.
- Internal Eligibility: Must meet established performance and good-standing requirements (internal candidates).