Warranty Manager

Job Description:

WE’RE LOOKING FOR A WARRANTY MANAGER

POSITION LOCATION: FORT ERIE, ONTARIO

The Warranty Manager is responsible for overseeing and optimizing the end-to-end warranty and returns process. The primary function of this role is to manage and facilitate product returns to the parent company to secure eligible warranty credits and reimbursements. Working in close collaboration with Customer Service Representatives (CSRs) and key stakeholders, the Warranty Manager ensures efficient processing, tracking, claim accuracy, and compliance with parent company guidelines. The Warranty Manager reports to the Head of Support & Services with a dotted line to the CFO.

MAIN RESPONSIBILITIES

Parent Company Claim & Credit Facilitation

• Serve as the primary point of contact and liaison between the organization and the parent company regarding all warranty, returns, and credit claims.
• Prepare, submit, track, and manage all return material authorizations (RMAs) and warranty claims sent to the parent company.
• Rigorously monitor claim statuses to ensure timely issuance of credits, financial reimbursements, and replacement parts.
• Reconcile credit memos received from the parent company against filed warranty claims and investigate any discrepancies or denied claims.
• Maintain a deep understanding of the parent company’s warranty policies, procedures, compliance standards, and return guidelines.
• Track and report on cores returns both on route to AHCA and departing to AH. 

Customer Service Collaboration & Workflow Management

• Partner closely with Customer Service Representatives (CSRs) who receive initial warranty and return requests from customers.
• Establish clear workflows, triage protocols, and documentation criteria for CSRs to ensure incoming warranty requests are accurately vetted and logged.
• Provide technical guidance, training, and support to CSRs regarding warranty eligibility, troubleshooting, and required documentation.
• Handle escalated or complex customer warranty claims transferred from the customer service team.
• Develop and implement a  process for exceptional warranty claims and/or commercial gestures for known irritants, extenuating circumstances, or special considerations. 

Process Optimization, Tracking & Reporting

• Maintain accurate records and databases of all customer warranty claims, parent company returns, and credit logs.
• Monitor key performance indicators (KPIs) such as claim processing turnaround time, credit recovery rates, return volumes, and denial rates.
• Generate weekly and monthly reports for leadership highlighting warranty trends, financial credit totals, and parent company processing timelines.
• Continuously evaluate and improve internal warranty workflows to streamline operations and reduce claim rejection rates. 

Inventory & Quality Assurance Support

• Coordinate with warehouse and logistics teams regarding the physical staging, packaging, and shipping of returned items to the parent company.
• Identify recurring product failure trends or quality defects and communicate insights to the product quality/engineering teams and the parent company.

POSITION REQUIREMENTS

Education

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field preferred.

Experience

• Minimum of 3 years of experience in warranty administration, returns management, customer service management, or vendor claims processing.

Knowledge, Skills and Abilities

• Parent Company/Vendor Management: Demonstrated experience handling RMA systems within a multi organizational business , vendor return policies, and financial credit reconciliation.
• Communication & Collaboration: Excellent interpersonal skills with the ability to work effectively with customers and alongside internal teams (CSRs, SCM & warehouse staff) and external corporate stakeholders.
• Detail Orientation: Exceptional analytical and organizational skills to audit documentation, verify warranty claim validity, and prevent financial leakage.
• Proficiency with ERP/CRM software (e.g., Salesforce, SAP, NetSuite, Zendesk) and advanced skills in Microsoft Excel/Google Sheets.

AHCA is committed to inclusivity; therefore, accommodations can be made available for all applicants, except where a bona fide occupational requirement applies. 

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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