Lead Warranty Specialist

The INNIO Advantage:

By combining a rich legacy in power and gas compression space with pioneering technologyINNIO brings our customers affordable reliable and sustainable energy solutions for today and are helping to meet todays energy needs with 64 GW of installed capacity and more than 50000 of our powerful Jenbacher and Waukesha engines which can be found in more than 100 countries. And by harnessing our history of energy industry first along with the power of digital innovation we will continue to deliver for the future.

Role Summary:

The Lead Warranty Specialist will manage the warranty claim process for INNIO Waukesha Gas Engines Inc. product offerings ensuring fair and timely resolution for both the business and the customer. This role is responsible for investigating mechanical and electrical component failures supporting root cause analysis and continuous improvement initiatives and providing detailed reporting.

Location: Waukesha WI

Essential Responsibilities:

• Managing the warranty claim process and negotiating fair settlements that are satisfactory to both the business and the customer
• Overseeing the return and disposition of material as needed to support warranty claims
• Inspect analyze and test both mechanical and electrical components as needed
• Reading and interpreting documents such as safety rules operating and maintenance instructions repair and overhaul instructions engineering and quality reports Engineering
• Change Requests prints standard operating instructions and testing documents
• Ensuring all documentation and supporting evidence is obtained to support root cause analysis vendor recovery continuous improvement and related activities
• Developing and delivering technical presentations and reports on root cause analyses to support claim adjustments and/or denials
• Using Salesforce case management tools to report and track product issues
• Driving customer satisfaction through a strong commitment to quality
• Facilitating warranty service and parts order entry and shipments
• Participating on teams such as NPI special task forces and other cross-functional teams as requested
• Working with finance to develop monthly reports and quarterly statements
• Performing duties in compliance with all applicable INNIO quality procedures and work instructions
• Contributing to the INNIO Waukesha Service Continuous Improvement process including CI boards participation in RCAs and lessons learned from cases

Qualification Requirements:

• Bachelors degree from an accredited university or an associate degree in a technical field with 5 years of experience in a technical customer service role
• Minimum of 4 years of experience servicing and troubleshooting internal combustion engines and/or power generation equipment
• Minimum of 1 year of experience working with Salesforce
• Ability to work in both office and shop environments including standing sitting walking reaching lifting climbing and other physical activities as required
• Ability to use hand tools and testing equipment
• Previous experience working with warranty in an industrial environment
• Self-motivated with the ability to multitask and manage various customer events and activities
• Strong customer focus with the ability to understand and respond to customer needs
• Interpersonal communication skills
• Ability to work across organizational boundaries and collaborate with cross-functional and cross-regional teams

Job specific knowledge:

• Demonstrated strength in written and oral communication
• Proficiency in Microsoft Word Excel and PowerPoint
• Strong attention to detail and accuracy
• Ability and willingness to travel up to 30%