Manager of Warranty

Manager of Warranty

Purpose

The purpose of the Manager of Warranty is to manage product and labor for warranty replacement of the Mueller Systems products. Part of the role for the Warranty manager will provide guidance to Mueller’s water company clients, investigate and resolve issues, and deliver the solution to the expectation of contracts and sales to members our clients.

Reporting

Reports to Sr Director, Customer Support

Responsibilities

• Warranty Analysis efforts
• Analyze the warranty returns for budget actual vs planned reporting.
• Evaluate the returns by product / customer / build year for unexpected returns.
• Develop quarterly and yearly projections for warranty returns by product.
• Work with leadership and product management for timely executive communications on key metrics including quantity variance, budget variance and year to date for customer accommodations and warranty returns.
• Advanced Warranty management
• Utilizing data, evaluate customer request for Mueller advanced warranty support beyond the standard warranty terms.
• Work with leadership, customer and sales to establish long term goals for each advanced warranty customer request with budget management providing the guidance to the financial team.
• Work with Professional Services leadership to help establish and manage goals and responsibilities.
• Evaluate advanced warranty and customer campaign requests providing guidance and authorization for requests.
• Assist in development of thought leadership, event-specific, and customer-facing presentations.
• Team with other departments for the return of advanced replacement product that is in excess of the return policy.
• Create, review, and approve contracts, formal statements of work, change requests, and proposals.
• Negotiate with subcontractors and customers for the scope and delivery of warranty products and services.
• Coordinate with subcontractors for the timely delivery of their services.
• Develop budgets for each situation and manage to the overall budget for the warranties.
• Communicate with executive leadership on the progress and budget for each case.
• Ensure delivery model is focused on quality, cost effective delivery of services, and customer success outcomes.
• Leadership
• Remains knowledgeable and up-to-date on Mueller Systems product releases.

• Continually learn and grow as trusted advisors to internal and external customers.
• Evaluate and update warranty process to ensure it is efficient, documented and followed.
• Maintain suitable communication channels for clients to raise questions and problems in an as effective method as possible, encouraging them to provide all the information that is required for an efficient service.
• Collaborate with product and marketing teams to improve the Mueller Systems product offerings and value proposition.
• Work with the Quality Team to analyze data for the products to forecast for future warranty allocations.
• Coordinate with the Sales and Technical Services team for early detection of customer warranty issues and develop strategies for evaluating the situation preventing to escalation.

Desired/Essential Attributes

Essential        

• Degree or similar in a relevant management discipline.
• Financial acumen.
• Ability to technical write and work with the legal team in development of Scope of Works.
• Ability to negotiate for a win – win solution.
• Demonstrable track record of achievement working at the executive level leadership.
• Quick to identify key issues and priorities, spot opportunities and risk, resolve problems and make practical and balanced decisions: an eye for detail and an intuitive nose for problems: able to operate independently and exercise discretion and initiative.
• Experience of managing a customer-focused process and implementing improvements successfully.
• Good working knowledge of current technologies, and technically proficient across the broad scope of IT applications, systems and infrastructure.
• Always striving to ensure quality standards are met, and both internal and external customers’ expectations are exceeded.
• Customer-aware with good listening and analytical skills, able to understand and define customer requirements and identify which issues are critical to them; strong belief in service quality, both internally and externally.
• Personable, presentable professional image, strong interpersonal and communication skills; able to build effective long term relationships both internally and with customers.
• Flexible, able to adapt to change; focused on relationships and teamwork.

Beneficial       

• Sales
• Management
• Financial
• Analytical

Location – Remote.

Individuals interested in this position should apply through the Mueller Water Products’ Career Portal (https://muellerwaterproducts.com/careers) or the website where this position is being viewed.  Resumes mailed, faxed, or dropped off will not be reviewed.

Mueller offers an excellent salary and benefits package.  Current benefit offerings include:  medical and dental insurance, 401K plan with company match, Employee Stock Purchase Plan program, short-term disability benefits, vacation, paid parental leave, tuition reimbursement program, company-provided life insurance, long-term disability and supplement insurance at group rates, and much more. 

Mueller is an Equal Opportunity Employer.