Warranty Administration Manager

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Core Competencies:

• B.S. or B.A. in Mechanical Engineering or equivalent plus a minimum of five years experience in Product Service or Field Engineering.
• Strong written and oral communication skills and knowledge of warranty administration.
• Broad knowledge of Twin Disc products and customers.

Essential Job Functions: 

• Manager acceptance, receipt, processing and resolution of all warranty claims submitted to Twin Disc.  Direct submissions, handling and communications of findings on these claims with Twin Disc customers and subsidiaries.  Coordinate activities associated with crediting and/or invoicing of customer accounts regarding warranty claims.  This includes issuing credits (or check requests) and coordinating activities with the Twin Disc Finance Department.
• Establish and maintain a process for Warranty Cost – Risk Analysis for all Twin Disc product lines.  Present information to management to aid in the establishment of warranty pricing (costing).  Conduct periodic analysis of warranty claim data to identify any trends and report findings to the appropriate Twin Disc Business Unit and/or Engineering personnel.
• Manage Vendor Recovery programs on warranty related activities.  This includes, but is not limited to, recovery of expenses incurred at Twin Disc during warranty processing.
• Assist where needed in Commercial Customer Warranty Negotiation Process.
• Manage acceptance, receipt, processing and resolution of all applications and claims submitted for Extended Warranty and/or Extended Service Agreements.  Direct submissions, handling and communications of findings on these requests with Twin Disc Customers and Subs.
• Manage acceptance, receipt, processing and resolution of all products and parts returned to Twin Disc, Inc. for Quality Investigations, Field Failure Investigation, Recalls, Repair & Return, or Credit.  Conduct periodic analysis of Return Material Investigation data to identify any trends and report findings to the appropriate Twin Disc Business Unit, Quality Assurance and/or Engineering personnel.
• Prepare monthly summary reports and associated General Ledger journal entries for Warranty processed during the previous month.  Communicate warranty and return material financial trends to the appropriate Business Unit/Marketing personnel throughout the month, and make budget recommendations to the appropriate personnel as needed.
• Conduct periodic visits to Twin Disc Distributors, Twin Disc Subs, and OEMs for the purpose of reviewing the Warranty, Extended Warranty, Extended Service Agreement, and Return Goods and Repair & Return programs and to conduct field warranty audits.  This includes reviewing current customer/field trends and answer questions regarding the administration of these programs.  Obtain information regarding Twin Disc quality issues and communicate this information to the appropriate Twin Disc Business Unit, Quality Assurance, and/or Engineering personnel.
• Review Warranty, Extended Warranty, Extended Service Agreement, and Return Goods and Repair & Return programs, policies and procedures.  Update the procedures as needed and propose updates to policies where needed.  Review industry warranty trends and competitive warranty policies & procedures and report findings to the Product Service Manager and the Vice President of Sales & Marketing with observations and proposed modifications to Twin Disc policies to remain competitive in the industry.
• Work harmoniously, cooperatively, and courteously with others at all times.

TWIN DISC is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, gender expression, national origin, race, religion, sexual orientation, or veteran status.