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Warranty Product Manager

Company: EF Johnson Technologies Inc.
Location: Irving
Posted on: May 16, 2022

Job Description:

Job Description PRIMARY PURPOSE: The Warranty Product Manager will be responsible for the software/hardware warranty program as well as maintenance contracts at EFJohnson for all product line. The position will own the warranty and maintenance programs from inception to execution, as well as ensure effective and timely execution of the core processes that drives the warranty and maintenance revenue and profit. ESSENTIAL FUNCTIONS: Responsible for all warranty and maintenance responsibilities of EFJohnson products and primary interface for all warranty/maintenance offering related questions. Specify and oversee the research needed to determine the needs and desires of internal and external customers related to the warranty and maintenance portfolio Develop and enhance software and hardware product warranty and maintenance programs based on customer needs, cross-functional collaboration, and the competitive landscape. Develop the comprehensive business plans, base and extended warranty/maintenance strategies, and feature roadmaps Develops warranty and maintenance documents explaining pricing, coverage, exceptions, and value proposition. Create statement of work for all warranty and maintenance related work for vendors and subcontractors. Work with marketing and the Bids & Proposals (B&P) teams to provide content that can be used by the teams to create customer facing collateral and descriptive summaries. Provides SME support to Sales team to demonstrate Warranty and maintenance value proposition to customers including supporting customer orals and presentations as needed. Acts as the escalation point and management owner of warranty and maintenance related issues and concerns for both external customers and internal stakeholders. Be the go-to management lead to find resolution paths by working collaboratively across the different internal teams and with senior management to champion customer interests internally and aligning to our core values and vision. Manages vendor relationship for all warranty related needs. Works with third party vendors to identify cost and pricing for third party product warranty. Manages relationship with EF Johnson approved parts and repair center. Ensures customer warranty information is stored accurately and provides warranty information to support teams to streamline warranty claims. Supervises the Product Warranty team to ensure customer warranty claims are fulfilled in a timely manner. Measures warranty related revenue/expenditures and generates reports for management team Performs quarterly and annual forecast of warranty reserves Keeps track of part returns, issues RGA---s and makes disposition on returns to suppliers. Gathers detailed field information for claim analysis and component tracking. Administers warranty claims and documents third party invoices. Follows up on warranty related accounting matters - aging claims, issues debit notes, etc. Demonstrate a consistent commitment to field-focused service by prioritizing field-based requests, responding quickly and favorably to field-based feedback, by minimizing tasks, and proactively seeking ways to help restore teams focus on customer service as productively as possible Works with vendor and engineering to identify root cause of product failures and works with product team to ensure such failures are rectified. REQUIRED EDUCATION AND EXPERIENCE: Bachelor---s degree in Electronics Engineering, Electrical Engineering, Computer Science, or related field. 5-7 years of related experience managing warranty programs or working in a customer service leadership role, preferably in telecom sector. Master---s degree in engineering, accounting, finance or business is preferred. 1-3 years of experience in Product Management, Field Service or Finance is preferred. Prior experience in a management/supervisory role is preferred. Experience in defining, managing and tracking/reporting on the P&L for a customer service or warranty/maintenance portfolio is preferred. COMPETENCIES: Proven track record of customer first mindset. Particular attention to responsiveness to internal and external customer requests. Must possess ability to work with internal and external departments, vendors, and customers. Must be a self-starter. Must demonstrate track record of taking initiative and driving projects to completion. Must have good verbal and written communication skills. Must be able to articulate ideas, analysis, and findings. Must be good with numbers. Ability to deal with probabilistic calculation of warranty cost. Able to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, leadership). Demonstrated capability in leading through influence in a matrixed organization An open mind, willingness to collaborate & teamwork and passion to excel are key skills required in this role. Data driven but decisive despite ambiguity. Confidence to make decisions based on understanding product/process risks Capable of multi-tasking, highly organized, with excellent time management skills. Detail oriented with excellent follow-up practices. Passion for continuous learning to increase skills and knowledge base. Comfortable with technical details and the ability to quickly gain in-depth product knowledge (e.g., features, capabilities, ---how-to---, etc.). Ability to handle concurrent projects in a fast-paced environment and to adapt to schedule changes and re-prioritized responsibilities. Proven expertise in Microsoft Office Applications such as word, excel and power point. Knowledge of two-way radios & systems is a plus Competence in wireless systems technology, project management and business analysis is a plus. TRAVEL Up to 20% EF Johnson Technologies is an Equal Opportunity/AFFIRMATIVE ACTION Employer who values diversity and inclusion in the workplace. It is the policy of this company to provide equal opportunity with regard to all terms and conditions of employment. The company complies with federal and state laws prohibiting discrimination on the basis of sex, race, color, religion, creed, national origin, disability, veteran status, age, sexual orientation, gender identity, genetic information, pregnancy, or any other protected characteristic.

Keywords: EF Johnson Technologies Inc., Irving , Warranty Product Manager, Executive , Irving, Texas

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