Warranty and Technical Support Supervisor Minneapolis, MN (http://maps.google.com/maps?q=800+Central+Ave+NE+Minneapolis+MN+USA+55413-2403) 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. Salary Description $85,000 - $95,000