Manager, Warranty Administration

Our Story:

 

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

 

DFR is part of the Climate and Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion. 

 

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

 

Job Title:        Manager, Warranty Administration          

Location:        Conyers, GA         

 

What we’re looking for:

 

We are looking for an individual to develop a comprehensive and standardized warranty process which encompasses all operating companies within the Dover Food Retail Group. This person provide leadership to the team of warranty administrators and will serve and the liaison between the Dover Food Retail and all applicable customer groups in regard to the investigation, processing, adjudication, analysis, and reduction of warranty claims.  This highly visible role will report directly to the Senior Manager of Quality and will be based out of our Conyers, GA facility. Ideal candidates will take ownership of promptly addressing customer warranty claims and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities within the Dover Food Retail Group.

 

What you’ll be responsible for in this role:

• Provide leadership for the development and implementation of a warranty management system for the collection, tracking, and analysis of all warranty claims and customer warranty submissions
• Review, analyze, understand, and own all warranty data and failure modes with the intention of identifying warranty reduction opportunities
• Develop and own a comprehensive, efficient, and cost-effective warranty and warranty return processes for Dover Food Retail.
• Identify and define warranty and cost of poor-quality reduction opportunities across all Dover Food Retail companies
• Design and present monthly warranty analysis reports for senior management at the corporate and operating company levels
• Provide component improvement recommendations to Dover Food Retail senior management based on warranty and goodwill claim analysis
• Lead and manage a team of Warranty Administrators with the intent of providing internal and external customers prompt service and concise documentation of the all warranty claims and warranty investigations
• Implement a process to manage the application of the warranty policy and improve the internal operating efficiencies of the Warranty Administration team.  Responsibilities including, but not limited to:
  • improve the recovery of claim expenses
  • increase the ease of dealer claim input
  • improve the quality of information received within claim submissions
  • Standardize the allowable service charges and fee structures for work performed in the field
• Develop and own the process of documenting, revising, and appropriately publishing all Dover Food Retail warranty programs and warranty program revisions
• Create and manage a communication and training procedure for to educate internal stakeholders and all customer groups regarding changes or updates to the warranty policy
• Form partnerships with the Quality, Manufacturing, Engineering, Sales, or other functional teams to drive warranty reduction programs across Dover Food Retail

What are the basic qualifications?

 

• Bachelor’s Degree in Business or Engineering with 7+ years of warranty related experience in addition to 2+ years of experience leading a team

 

What are the preferred qualifications?

 

• 5+ years in a leadership position specifically responsible for the reduction of warranty programs
• Lean Six Sigma Green Belt (or similar) certification focused upon continuous improvement activities

 

To be a great fit for the role:

 

• Excellent communication and problem-solving skills
• Professional and courteous