Warranty Manager

Sulzer is a leading engineering company with a proud heritage of innovation. Join our global team to grow your expertise and develop innovative solutions that enable a prosperous and more sustainable society.

About The Role Job Summary

The Warranty Manager is responsible for the end‑to‑end management of complex warranty claims, acting as the primary interface between customers and internal stakeholders while applying advanced technical, commercial, and organizational expertise to ensure timely, compliant, and cost‑effective resolution, maintain customer satisfaction, prevent escalation, and protect the company’s commercial and reputational interests.

Key Responsibilities Warranty Claims & Process Management

• Manage warranty claims as technical projects or standardized end-to-end processes from claim initiation through successful resolution and closure.
• Develop and maintain claim resolution plans, schedules, cost estimates, and closure criteria.
• Control and monitor claim progress against contractual obligations, internal policies, and agreed service levels (SLAs).
• Ensure full traceability, documentation integrity, and compliance throughout the warranty lifecycle.

Customer & Stakeholder Interface

• Act as the single point of contact between the customer and internal stakeholders for all warranty-related matters.
• Maintain close, structured, and transparent communication with customers to manage expectations and avoid escalation.
• Coordinate internally with Engineering, Quality, Production, Supply Chain, Procurement, Finance, Legal, and Service teams to enable timely and aligned resolutions.
• Facilitate technical and commercial discussions to achieve balanced, win–win outcomes within contractual and financial boundaries.

Warranty Cost Control & Financial Discipline

• Control and monitor warranty claim expenditures to ensure alignment with the approved and allocated budget.
• Track actual warranty costs versus provisions and budgets, identifying variances proactively.
• Implement cost containment and optimization measures without compromising resolution effectiveness or customer satisfaction.
• Coordinate with Finance and relevant stakeholders to ensure accurate cost allocation, forecasting, and reporting.
• Support recovery actions from suppliers, sub-vendors, or third parties, where applicable, to minimize net warranty exposure.

Technical Analysis & Problem Resolution

• Lead technical investigations and root cause analysis for complex or recurring warranty issues.
• Validate corrective and preventive actions (CAPA) to ensure sustainable resolution and risk reduction.
• Escalate critical technical, quality, or commercial risks with clear impact assessment and recommendations.

Customer Satisfaction & Feedback Management

• Ensure customer satisfaction throughout the warranty claim lifecycle by delivering timely, high-quality, and transparent claim resolution.
• Own customer feedback related to warranty claims, including collection, analysis, response, and closure.
• Address customer concerns proactively to prevent dissatisfaction and preserve long-term customer relationships.
• Translate customer feedback into improvement actions in coordination with Engineering, Quality, and Service teams.

Performance Management & Continuous Improvement

• Ensure warranty activities align with departmental KPIs, including Warranty Cost Control & Financial Discipline.
• Monitor performance indicators such as claim cycle time, escalation rate, customer satisfaction, and recurrence trends.
• Identify systemic issues and contribute to process, design, or quality improvements to reduce future warranty exposure.
• Capture and communicate lessons learned to relevant stakeholders and governance forums.

Leadership & Capability Development

• Provide technical and process guidance to junior professionals involved in wa