Warranty and Technical Support Supervisor

Description

Electric Machinery Company, a division of WEG Electric Corp.

Minneapolis, MN

POSITION: Warranty and Technical Support Supervisor

Department: Engineered Services

 

Primary Objective

The Warranty and Technical Support Supervisor will lead the service technical support and warranty functions for the United States and Canada; ensures rapid, high-quality responses to customer inquiries and product issues; and serves as the primary North American interface with WEG Energy (WEN) factories worldwide. The position coordinates warranty decisions for machines produced in Brazil, India, and other global factories; solicits engineering support from those factories when needed; governs the warranty validation process; and ensures proper cost recovery for warranty work completed in North America. Success depends on a deep understanding of global factory processes; strong relationships with key factory stakeholders; and disciplined communication that creates clarity across time zones and cultures.

Major Areas of Accountability

1. Leadership and Team Development

• Supervise and mentor Technical Support Engineers and warranty personnel; ensure clear priorities, balanced workload, and measurable goals.
• Foster a culture of accountability, professionalism, and continuous learning; support professional growth through coaching and cross-functional training.
• Promote Lean thinking and service excellence; improve responsiveness and team efficiency.
• Maintain a high-performance environment that supports both customer needs and departmental objectives.

2. Technical Support and Warranty Case Management

• Coordinate all technical support and warranty claims for WEN-designed machines operating in the United States and Canada; act as the local authority on claim creation, documentation, and validity.
• Oversee investigation and resolution of warranty claims; ensure timely case creation, documentation accuracy, and closure in SAP.
• Determine warranty eligibility based on factory standards; ensure consistent application of criteria; communicate decisions clearly to customers and internal teams.
• Request and integrate engineering support from WEN factories when deeper technical analysis is required; ensure factories receive complete information for timely evaluations.
• Oversee cost recovery for approved warranty work performed by EM service teams; coordinate reimbursement with factory finance and warranty groups.
• Support the Service organization by collaborating with Service Managers, Project Managers, field technicians, and leadership to resolve complex technical challenges.

3. Global Factory Interface and Coordination

• Serve as the primary liaison between WEG Electric Machinery (EM) and global WEN factories for all technical support and warranty matters.
• Build and maintain strong relationships with engineering, quality, warranty, and service teams in Brazil, India, and other WEN locations; establish predictable communication rhythms and shared expectations.
• Develop expertise in factory processes, documentation standards, engineering workflows, and design philosophies; apply this knowledge to improve troubleshooting accuracy and reduce delays.
• Ensure information flows cleanly in both directions; provide factories with field data to support design improvements; communicate factory updates, technical clarifications, and corrective actions to local teams.
• Coordinate joint investigations for complex failures; supply factory engineers with detailed field reports and testing data; ensure customer communication is clear, timely, and accurate.
• Represent EM’s service organization in discussions where factory decisions influence customer satisfaction or fleet reliability; advocate for transparent communication and timely solutions.

4. Process, Quality, and Continuous Improvement

• Develop and maintain warranty procedures, documentation standards, and reporting structures.
• Define and track key performance metrics such as response time, claim closure rate, cost recovery, and recurrence of issues.
• Implement standardized templates and workflows in SAP; ensure full adoption across all claim types.
• Lead corrective action tracking and ensure lessons learned are shared with Engineering, Quality, and Service teams.
• Participate in the development and refinement of Engineered Services processes to support broader departmental strategy.

5. Customer Experience and Compliance

• Ensure clear, empathetic, and transparent communication with customers throughout the warranty and technical inquiry lifecycle.
• Maintain compliance with the WEG Code of Ethics; uphold safety, confidentiality, and data protection requirements.
• Ensure accurate, current technical support and warranty documentation is available for internal and external use.
• Support a professional customer experience that reinforces WEG’s commitment to reliability, transparency, and long-term value.

Knowledge, Skills, and Abilities

Education and Experience

• Bachelor’s degree in Electrical, Mechanical, or Industrial Engineering; or equivalent technical experience.
• Five to eight years of experience in technical support, service engineering, or warranty management.
• Demonstrated experience leading teams or complex technical projects in a customer-facing environment.

Technical Expertise

• Strong understanding of rotating machinery; root-cause analysis methods; field service practices; and industrial troubleshooting.
• Proficiency with SAP warranty and reporting modules; Microsoft Office; structured documentation practices.
• Familiarity with reliability engineering, factory processes, and field failure investigation.

Professional Skills

• Excellent communication and negotiation skills; able to convey technical information clearly to customers and factory stakeholders.
• Strong organizational abilities; capable of coordinating multiple parallel tasks in a fast-paced environment.
• High attention to detail; strong analytical thinking; consistent documentation accuracy.
• Ability to recommend improvements to job methods and departmental procedures.

Other Requirements

• Domestic and limited international travel, up to fifteen percent.
• Ability to work in office and manufacturing environments; lift up to twenty-five pounds.

Physical Requirements:

• Work is performed in both an office and manufacturing environment. Requires the ability to routinely move throughout the office and manufacturing facility to perform work. 
• Requires the ability to routinely lift up to 25 lbs. 
• Requires the ability to ascend and descend stairs daily to reach all areas of the manufacturing facility.