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Warranty Team Lead
3 weeks ago
Brandt is currently seeking a Warranty Team Lead in our Regina, SK, location. The Warranty Lead is responsible for overseeing and optimizing the end-to-end warranty claim process, ensuring timely, accurate, and consistent handling of claims. This leadership role focuses on driving operational excellence, enhancing Dealer support, and implementing continuous improvements in warranty operations. The Warranty Lead directs projects and collaborates cross-functionally to streamline processes and systems. Duties and Responsibilities Lead, coach, and develop a team responsible for adjudicating warranty claims across Brandt Industries' full product portfolio, including agricultural equipment, trailers, construction equipment, and rail products. Maintain up-to-date process documentation, including SOPs, guidelines, and reference materials, to ensure consistent and standardized claim submission and processing. Continuously assess warranty processes and policies, identifying bottlenecks and recommending enhancements to improve efficiency and Dealer satisfaction. Implement process improvements, automation initiatives, and system changes to optimize claim processing and reduce manual workload. Collaborate with Engineering, Quality Assurance, Finance, Dealer Development, Customer Support, and Product Support leadership to resolve product concerns, improve warranty processes, and drive continuous improvement initiatives. Develop and maintain reporting and dashboards to track key performance indicators, such as claim cycle time, reimbursement rates, claim quality, recovery rates, and supplier recoveries. Review appeals and manage escalated, exceptional, or high-dollar claims, providing clear decisions in accordance with policies and service agreements. Manage the Special Allowance approval process, including reviewing, adjudicating, and reporting on goodwill or exception-based claims outside of standard warranty coverage. Support Dealers by interpreting warranty policies, providing training, and communicating best practices to improve claim accuracy and consistency. Foster a collaborative and supportive team culture, balancing workload and encouraging professional development. Participate in claim adjudication activities during peak periods or when necessary to support team operations. Perform additional duties as assigned. #LI-onsiteRequired Skills Strong analytical skills, with the ability to make practical, fact-based decisions Effective verbal and written communication skills High-level problem-solving skills, with the ability to assess complex situations and implement solutions. Required Experience Bachelor’s degree in Engineering (reporting to a P.Eng), Business Administration, or Agricultural Sciences. Relevant experience in one or more of the following areas: warranty administration, quality assurance, call center operations, manufacturing, or dealer support. Experience with agricultural equipment, heavy construction equipment, trailers, or rail/ municipal trucks. Prior experience leading a team or supervising staff in a customer support or warranty environment is considered an asset. Strong analytical skills, with the ability to make practical, fact-based decisions Effective verbal and written communication skills High-level problem-solving skills, with the ability to assess complex situations and implement solutions.
