Technical Support & Warranty Manager

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Job Description:

The Technical Support & Warranty Manager will lead and manage the technical support, warranty, product improvement, and call center operations for our construction equipment products. This role involves overseeing troubleshooting and issue resolution for mechanical, electrical, and hydraulic systems, managing warranty claims, driving product enhancements based on customer feedback and service data, and ensuring efficient call center operations. The manager will also handle vendor recovery efforts, working with suppliers to resolve recurring issues and recover costs related to defective parts. Additionally, the role includes warranty data analysis to identify trends, conduct root cause analysis, and optimize product quality while reducing warranty expenses. The Technical Support Manager will collaborate closely with engineering, quality control, and sales teams, improving support processes, enhancing customer satisfaction, and contributing to product development through continuous improvement initiatives. This is a key leadership position that requires strong technical expertise, excellent problem-solving and critical thinking skills, and a customer-focused approach. Success in this role will be measured by improving/maintaining warranty costs to targeted levels, ensuring timely resolution of service issues and warranty processing, and driving continuous product improvement to meet customer expectations.

Essential Duties and Responsibilities:

Managerial Leadership & Team Management:

• Lead, supervise, and develop the product support team, providing clear direction, training, and mentorship to enhance team performance and customer service capabilities
• Monitor team performance and provide regular feedback to ensure adherence to company standards, efficiency, and customer satisfaction goals
• Cross departmental collaboration with sales, engineering, and product management to align product support initiatives with market trend, customer expectations, and business objectives
• Foster a positive and collaborative work environment that encourages team engagement, accountability, and continuous learning
• Conduct performance evaluations, identify training needs, and implement development plans to ensure staff members remain up-to-date on technical knowledge and support processes

Technical Support:

• Lead and manage the technical support team, ensuring efficient and accurate resolution of complex issues related to mechanical, electrical, and hydraulic systems
• Provide guidance and support to call center agents in troubleshooting and resolving customer inquiries, while maintaining high standards of customer service
• Create and maintain comprehensive technical documentation, including service manuals, troubleshooting guides, service bulletins, and recommended stocking lists to ensure internal and external customers have access to accurate and up to date information
• Foster a customer-first culture within the team, promoting high-quality service and quick resolution of support inquiries
• Serve as the point of contact for escalated warranty and product support issues, ensuring prompt and satisfactory resolution
• Implement and improve processes for handling customer inquiries, technical troubleshooting, and service requests, ensuring efficient case management
• Oversee call center operations, ensuring efficient issue resolution and adherence to key performance metrics such as First Call Resolution, Average Handling Time, and Customer Satisfaction
• Use performance metrics and customer feedback to identify inefficiencies, streamline workflows, and improve team performance and customer service quality

Warranty Management:

• Oversee the warranty claims process, ensuring timely resolution, quality repairs, and cost management
• Manage warranty policy through regular review, update and enforcement to ensure clarity and consistency in handling claims, repairs, and replacements, reflecting current product offerings and industry best practices and customer expectations
• Collaborate with engineering and product development teams to ensure warranty policies are aligned with product changes and customer needs
• Lead vendor recovery efforts by coordinating with suppliers and third-party vendors to resolve defective parts issues, recover associated costs, and ensure compliance with warranty policies
• Monitor warranty expenses and identify opportunities to reduce costs through improved product quality, better service practices, and enhanced support solutions
• Prepare regular reports on warranty claims performance, equipment issues, and customer service metrics fo