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Warranty and Technical Support Supervisor

$85k - $95k

Electric Machinery Company

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
Vacancy posted 3 days ago
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