Customer Service, Field Distribution, and Warranty Manager

Customer Service, Field Distribution, and Warranty Manager

BorgWarner is a global product leader in delivering innovative and sustainable mobility solutions. We are a company of innovators and independent thinkers that brings together talented employees, meaningful work and amazing technology in a unique environment. At BorgWarner we constantly work towards our vision of a clean and energy-efficient world.

We believe health and safety of our employees are a top priority, we care about our local communities and the global environment. BorgWarner promotes and nurtures a diverse and inclusive environment, honors integrity, strives for excellence, commits to responsibility for our communities and the environment, and builds on the power of collaboration.

We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies and future vision. We offer a strong local presence and interesting global opportunities. Start your future with BorgWarner now!

Job Purpose

The Customer Service, Field Distribution, and Warranty Manager is a dynamic, hands-on, results-driven leader responsible for organizing, coordinating, and executing a comprehensive global customer service, distribution, and warranty management process. This role ensures high levels of customer satisfaction, efficient distribution processes, and effective warranty management, aligning with defined business objectives and customer requirements. The Customer Service, Field Distribution, and Warranty Manager must work effectively at all levels, both within and outside the organization, to ensure successful execution of these functions. The role involves collaborating with cross-functional teams to deliver exceptional service to customers, optimize distribution processes, and manage warranty claims efficiently.

Key Roles and Responsibilities

Develop and implement a comprehensive strategy for customer service, field distribution, and warranty management to support industrial product lines globally.

Establish policies, procedures, and best practices to ensure high levels of customer satisfaction and operational efficiency.

Collaborate with senior leadership to align the strategy with overall business objectives and customer requirements.

Provide full life-cycle support to industrial products, from pilot installations through long-term customer operation.

Manage the training and service technical certification.

Customer Service

• Build and lead a customer service team to provide outstanding support to customers.
• Create and implement customer service policies, procedures, and tools to enhance customer satisfaction.
• Manage Service Manual publication and make sure it is updated to latest design concept.
• Work with Project Management and Product Development to manage changes are timely reflected via Service bulletins
• Work with Product development to create Special service tools to support in field service activities
• Address and resolve customer issues and complaints promptly and effectively.
• Troubleshoot problematic issues and initiate Root Cause Analysis (RCA) and create Corrective Action (CA) documentation for equipment failures as needed.
• Preempt operational issues with a comprehensive service training curriculum, commissioning checklists, and operating guidelines.
• Monitor customer service metrics and KPIs to ensure high performance and continuous improvement.

Field Distribution

Warranty Management

General

Job Requirements and Qualifications

Education, Skills, Knowledge, Experience (Minimum Qualifications)

Salary Range shown is for US locations only.

Salary Range : $122,800 - $168,850