Warranty Analyst

Who we are:

Truma is a premium partner to the outdoor recreation community, with a focus on cooling, heating and hot water solutions. Truma started doing business in North America in 2013, establishing its headquarters in Elkhart, IN. Backed by over 75 years of German engineering, Truma has a long history of providing quality solutions to the global outdoor recreation market. Truma provides "Simply Better" world-class systems designed and tested specifically for outdoor adventures and the diverse terrains unique to North America. Truma distinguishes itself by its high-quality products, exemplary customer service, knowledgeable technicians, and customer-first philosophy

What we offer:

• Competitive salaries and flexible schedules
• Company-paid training and professional development
• Paid time off (PTO), paid sick leave, paid holidays, and paid parental leave
• Premium benefits including health, dental, vision, disability, voluntary and company-paid life insurance
• Supplemental benefits including accident, hospital, and critical illness
• Retirement savings plan with up to 4% match
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Gym membership reimbursement

What you'll do:

The Warranty Analyst strengthens Truma North America’s premium customer experience and profitable growth through disciplined warranty administration and reliable warranty and field-performance insight. Reporting to the Head of Service, this individual contributor identifies warranty cost, product-performance, and potential product-safety trends and coordinates cross-functional follow-through and communication for Service, Sales, Product Management, Engineering, Operations, Supply Chain, Accounting/Finance, and Truma Group stakeholders.

Warranty Administration & Customer Resolution

• Administer warranty claims accurately and within established service levels, policies, authorization limits, documentation requirements, and financial controls
• Validate eligibility and supporting evidence; process approved claims, payments, service work orders, returns, and RMAs in Salesforce and SAP; and promptly escalate exceptions and customer-impact risks
• Maintain complete, auditable claim records and reconcile approvals, returned-product disposition, recoveries, and payment information with Accounting/Finance, Service, Sales, and other stakeholders
• Improve claim cycle time, first-pass accuracy, consistency, recovery opportunities, customer communication, and adherence to warranty controls

Warranty Analytics & Decision Support

• Maintain accurate, complete, and timely warranty and service data and partner with system owners to correct upstream gaps
• Build and maintain reports and dashboards covering claim volume and cost, failure trends, customer and channel impact, recurrence, issue aging, recoveries, response performance, and emerging warranty risk
• Provide the Head of Service with concise weekly and monthly analysis of significant exceptions, business impact, open actions, adverse trends, and recommended priorities
• Partner with Accounting/Finance to provide validated warranty expense, accrual or reserve inputs, recovery trends and opportunities, cost drivers, and variance analysis while Accounting/Finance retains responsibility for accounting judgments and financial approvals

Field Quality & Cross-Functional Coordination

• Translate warranty and field data into factual, audience-appropriate insight for Service, Sales, Product Management, Engineering, Operations, Supply Chain, Finance, customers, partners, and Truma Group stakeholders
• Monitor early field performance and recurring product, component, installation, service-readiness, and customer-feedback themes for new and existing products
• Facilitate routine warranty reviews; coordinate evidence, decisions, action owners, due dates, and status follow-up for 8D investigations, Service Alerts, containment, corrective and preventive actions, and effectiveness checks; and escalate overdue, ineffective, or material issues to the Head of Service

Product Safety & Regulatory Support

• Identify, document, and perform an initial assessment of warranty claims, Customer Care cases, field reports, returned-product findings, and dealer or service-partner feedback for patterns that may indicate a potential product-safety defect, serious incident, thermal event, injury, or regulatory concern
• Immediately notify the Head of Service and designated Product Safety contact of injuries, thermal events, serious incidents, or potential regulatory-reporting concerns; initiate internal coordination through the established or designated product-safety escalation process; engage the appropriate Product Safety, Legal, Engineering, Service, and executive stakeholders; and preserve complete, traceable supporting records
• Coordinate data analysis, record retrieval, case reconciliation, trend reporting, meeting support, and action tracking for product-safety inquiries, investigations, field actions, and recalls
• Prepare, coordinate, and participate in reporting and external regulatory communications involving the National Highway Traffic Safety Administration (NHTSA) and Transport Canada’s Defect Investigations and Recalls Division as an authorized member of the designated response team
• Act as a key coordinator in the product-safety response process, driving timely communication, documentation, investigation support, and action follow-through. The designated Product Safety, Legal, Engineering, Service, and executive authorities confirm formal reportability, stop-sale, field-action, recall, regulatory-filing, containment, and corrective-action decisions

Process Governance & Organizational Readiness

• Maintain warranty workflows, work instructions, decision rules, templates, controls, data definitions, escalation paths, and continuity documentation; recommend improvements to the Head of Service for approval
• Coordinate routine warranty and field-insight information exchange with Truma Group Quality and Service; escalate official positions, resource commitments, product-safety concerns, and significant brand, legal, regulatory, or customer risk
• Own the drafting and lifecycle coordination of written technical and service communications—including technical bulletins, Service Alerts, warranty notices, dealer and service-partner instructions, frequently asked questions, and internal guidance—from fact gathering through cross-functional review, approval, publication, distribution, revision control, and archiving. The designated functional authorities approve technical conclusions, product-safety or regulatory statements, policy positions, and external commercial commitments before release
• Cross-train designated team members on critical warranty processes and handle customer, product, supplier, and financial information with appropriate confidentiality and judgment

Decision Rights

• The Head of Service owns warranty policy, priorities, approvals, escalations, and final service accountability. Engineering and Product Management own technical conclusions and product changes; Operations and Supply Chain own execution, supplier management, inventory, and process changes; Sales leaders own commercial commitments; and Accounting/Finance owns accounting judgments and financial approvals.
• The Warranty Analyst coordinates written technical and service communications through established review and approval workflows.

The job criteria may include other duties, responsibilities and activities, which may change or be assigned at any item with or without notice.

Position Requirements:

• Education: Bachelor’s degree in business analytics, engineering technology, quality, supply chain, business administration, or a related field preferred; equivalent relevant education and demonstrated experience will be considered
• Experience: Five or more years of progressive experience in warranty analytics or administration, service operations, field quality, customer care analytics, technical service, or a related function supporting technical or durable products
• Analytical & Financial Capability: Advanced ability to reconcile, classify, analyze, visualize, and interpret data; identify patterns and outliers; quantify customer and financial impact; and communicate assumptions and limitations. Strong Excel capability required; Power BI or similar visualization experience preferred
• Warranty & Problem-Solving Knowledge: Strong knowledge of warranty claims, controls, returns, RMAs, case management, documentation, and customer-resolution practices, with working knowledge of 8D, 5 Why, Pareto analysis, containment, corrective and preventive action, and effectiveness verification
• Technology Skills: Proficiency in Microsoft 365 and hands-on experience with CRM, ERP, warranty, case-management, and reporting platforms required; Salesforce and SAP experience strongly preferred
• Communication & Influence: Exceptional written, verbal, and visual communication skills, including demonstrated technical-writing ability and experience developing clear bulletins, service instructions, notices, reports, and audience-appropriate guidance. Able to translate technical and analytical findings into concise recommendations, facilitate cross-functional reviews, coordinate approvals, and drive action without formal authority
• Leadership Behaviors: Demonstrates customer focus, ownership, curiosity, precision, urgency, integrity, sound judgment, confidentiality, and disciplined follow-through. Escalates material warranty, customer, financial, quality, and safety risks promptly and supports Truma’s values of Courage, Connectedness, Adaptability, and Sustainability

Core Values that Apply to All Positions:

• Courage
• Connectedness
• Adaptability
• Sustainability