Job Summary The Warranty Support Manager serves as a high-level contributor member of the Product Management team. This position will support the Product Department Manager as well as the manufacturing facility quality teams to assess potential areas of product improvement to result in warranty rate reduction across multiple product lines. This role will be responsible for determining and conducting independent research to assess and identify areas of improvement in product fitment, performance, and longevity. Key Responsibilities Customer & Field Support - Technical Point of Contact: Serve as the lead Quality Inspector for customer accounts, investigating instances of abnormally high warranty rates to safeguard product integrity and customer satisfaction.
- Issue Resolution: Execute comprehensive onsite research to evaluate alleged defects. Partner cross-functionally with Sales, Product Management, and Engineering to implement root-cause solutions and deliver targeted training improvements to the account.
- Brand Representation: Represent TrakMotive at customer sites, technical training sessions, and industry trade shows (e.g., AAPEX/SEMA).
Training & Knowledge Transfer - Curriculum Development: Develop and deliver technical proposed product manufacturing or specification revisions intended to result in a net reduction of defects, failure, or non-fitment.
Quality, Diagnostics & Troubleshooting - Advanced Diagnostics: Investigate and evaluate high warranty rates to determine the root cause of failure. Distinguish between inherent vehicle design flaws, internal product design errors, insufficient component longevity, or overlooked Original Equipment (OE) supersessions and improvements
- Systems Integration: Evaluate product interface dimensions and mounting points to ensure compatibility with Original Equipment (OE) designs and target quality standards. (e.g., verifying that axle spline profiles are appropriate and sufficient for a secure interface with the vehicle's wheel hub assembly).
- Cross-Functional Risk Assessment: When a high-warranty-rate component is identified, evaluate its application across other SKUs (Stock Keeping Units). Conduct a comparative analysis to determine if the failure mode or quality concern extends to those additional product lines.
Product & Process Improvement - Aftermarket Intelligence: Conduct comparative analysis of OEM and our product samples to evaluate acceptable aftermarket deviation and make proposal to team.
- Innovation: Identify and recommend product enhancements, quality improvements, or technical innovations to senior leadership.
- Workflow Optimization: Lead "light technical" initiatives, such as diagnostic tool implementation or RMA evaluation refinements, to improve Warranty DIF (Destroy in Field) metrics.
Knowledge, Skills, and Abilities - Automotive Expertise: Comprehensive understanding of vehicle drivetrain configurations, engine architectures, transmission systems, and precise component fitment.
- Cataloging Proficiency: Expert-level proficiency with OEM and aftermarket electronic parts catalogs (EPCs) for accurate part identification and cross-referencing.
- Hands-on Skills: Demonstrated experience in physical part installation, functional testing, and rigorous operational validation of automotive components.
- Communication: Exceptional ability to synthesize complex technical data into clear, actionable insights for non-technical audience.
- Software: Intermediate proficiency in Microsoft Excel (e.g., data sorting, basic formulas) and Microsoft Teams for collaborative project management.
Qualifications - Experience: Minimum of 4 years of automotive repair experience, or a blend of 2-year hands-on experience and 2 years of formal automotive education (Dealer/Technical Institute).
- Automotive Diagnostics: At least 1 year of “root cause” failure analysis on automotive systems.
- Training Background: Demonstrated success in developing and delivering technical presentations or instructional training programs (e.g., Service Writing, Technical Instruction).
- Education: High school diploma, GED, or equivalent required.
Work Environment & Physical Requirements - Physical Effort: Occasional to frequent lifting and carrying of up to 50 lbs. Position involves a combination of stationary work and frequent movement throughout the facility and across multiple levels.
- Accommodation: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Safety & PPE: While in the warehouse or production areas, employees are required to wear all designated Personal Protective Equipment (PPE), including safety-toed footwear (steel/composite toe) and high-visibility attire.
- Work Environment: Primary duties are performed in an office setting with minimal noise; however, frequent interaction within a warehouse environment is required, exposing the employee to varying temperatures and industrial noise levels.
- Travel: Up to 20% (Domestic and occasional International)
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