Director, Warranty

BUILT TO CONNECT

At Astec, we believe in the power of connection and the importance of building long-lasting relationships with our employees, customers and the communities we call home. With a team more than 4,000 strong, our employees are our #1 advantage. We invest in skills training and provide opportunities for career development to help you grow along with the business. We offer programs that support physical safety, as well as benefits and resources to enhance total health and wellbeing, so you can be your best at work and at home.

Our equipment is used to build the roads and infrastructure that connects us to each other and to the goods and services we use. We are an industry leader known for delivering innovative solutions that create value for our customers. As our industry evolves, we are using new technology and data like never before.

We’re looking for creative problem solvers to build the future with us. Connect with us today and build your career at Astec.

LOCATION: This position will be located at our headquarters in Chattanooga, TN. Corporate relocation assistance is available.

ABOUT THE POSITION

Responsible for directing and supporting warranty administration, warranty analysis, problem resolution, and product improvement programs for all Astec Industries – Infrastructure Solutions Group products.

Deliverables & Responsibilities

• Oversee the organization, management, & daily operations of the warranty functions.
• Monitor and review in-process claims to ensure claims are being addressed and resolved.
• Administer and enforce all warranty polices.
• Continuously seek ways to improve the customer experience.
• Develop and track performance metrics.
• Establish and continually improve warranty claim processing and adjudication processes
• Leverage warranty analysis to identify, implement, and manage tools, applications, and processes to clearly identify trends and patterns in data. Ensure information is properly visualized and communicated to divisional stakeholders for resolution.
• Lead activities associated with Problem Recognition processes, including administering the Non-Conforming and Corrective Action (NCCA) system, Corrective Action Request (CAR) creation, administration, and reporting.
• Establish, administer, and clearly communicate standard and extended warranty policy. Monitor competitor’s offerings and with Senior Leadership Team guidance adjust as required.
• Develop and champion processes to leverage analysis of various data streams with the outcome of establishing specific Product Improvement Programs intended to improve the customer experience.
• Lead, develop, and administer Returned Goods Analysis (RGA) processes.

To be successful in this role, your experience and competencies are:

• Bachelor’s degree in Mathematics, Physics, Engineering, Business, Computer Science, or applicable field
• Five (5) years supervisory or managerial experience
• Knowledge of customer and product support fundamentals and processes
• Proven track record of successfully managing warranty operations and processes across an organization.
• Demonstrated business results through the collection, dissemination, and analysis of large amounts of data.
• Ability to learn and teach complex mathematical and statistical concepts.
• Strong interpersonal, communication and presentation skills
• Ability to manage conflict and resolve issues in the most positive fashion for all parties concerned.
• Ability to identify problems or potential problems at both a strategic and functional level and make or recommend decisions to resolve the same.
• Projects strong leadership skills
• Excellent organization and time-management skills
• Willingness to accept responsibility and take on new challenges.
• Ability to influence others via communication to get desired results.
• Ability to communicate effectively across cultures.
• Ability to adapt communication style to meet need of the audience.
• Ability to effectively present highly complex information in small or large group situations

Supervisor and Leadership Expectations

Is responsible for the overall direction, coordination, and evaluation of Department. Directly or indirectly manages one (1) to fifteen (15) supervisory and non-supervisory employees to include but not limited to Project Managers, Warranty Analysts, Claim Processors, Returned Goods Clerks, and Reliability Analysts. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems in compliance with any applicable employment law guidelines and upon consultation with the Sr Director of Quality and/or Director of Human Resources if necessary.

Our Culture and Values

Employees that become part of Astec embody the values below throughout their work.

• Continuous devotion to meeting the needs of our customers
• Honesty and integrity in all aspects of business
• Respect for all individuals
• Preserving entrepreneurial spirit and innovation
• Safety, quality and productivity as means to ensure success

Travel Requirements: Small percentage of travel, regional, international

WORK ENVIRONMENT

Office

While performing the duties of this job, the employee is regularly exposed to risk of injury in an office environment and occasionally a manufacturing shop plant environment. Duties include a typical office setting including extensive computer work, sitting or standing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER