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.
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 warranty claim execution.
Review work outputs for accuracy, quality, and compliance with standards and procedures.
Promote best practices in warranty management, customer communication, and cross-functional collaboration.
Qualifications / Requirements:
Bachelor's degree in engineering.
Minimum of 5-7 years of relevant experience (or equivalent skills) required to effectively perform the role.
What we offer you
Annual vacation of 21 working days.
Excellent opportunities for development, along with a competitive salary and company bonus scheme.
A great working environment
Sulzer is an equal opportunity employer. We believe in the strength of a diverse workforce and are committed to offering an inclusive work environment.
We are proud to be recognized as a Top Employer 2026 in Brazil, Canada, China, Finland, Germany, Ireland, Mexico, Switzerland, South Africa, the UK and the USA.
Benefits
Vision insurancePaid time offPerformance bonus
Additional Information
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.
Sulzer · Riyadh, Saudi Arabia