Warranty Coordinator

Job Description

Job Description

Founded in 1995,  Novae  started making trailers in January 2001 with the idea to offer quality products with great service, deal fairly with people, and recognize that suppliers, employees, community and customers are all important to success. Our purpose is to create opportunities for people to make their lives better and to leave a legacy of positive impact.

Headquartered in Markle, IN, Novae is one of the fastest-growing and most respected trailer manufacturers in North America, operating 12 distinct brands including Sure-Trac, H&H Trailers, CAM Superline, ITI Cargo, Midsota, and LOOK Trailers. Novae has grown both organically and through acquisitions to become the second largest trailer manufacturer in North America. Novae currently has more than 1,200 employees, 20 manufacturing facilities across 8 states and maintains an active dealer network of more than 1,100 partners.

Our company is driven strongly by growth and a set of core values the leadership team emphasizes: Embracing and Driving Change, Service-Minded, Strong Character, Self-Discipline, Accountability, Work Ethic.

In December 2021,  Brightstar Capital Partner s ("Brightstar"), a private equity firm focused on partnering with families, founders, entrepreneurs, and management teams, completed its acquisition of Novae LLC in partnership with the Company's two founders and senior management team. Under Brightstar’s ownership, Novae has already grown significantly in size and is poised to continue to grow.

Job Summary:   Primary lead for all cross-functional management of activities related to product warranty and customer resolution, including technical support by processing and documenting submitted claims.

Essential Functions 

• Communication and documentation of all Novae product standard warranty statements for dealers and end-customers.
• Provide central view of emerging issues that may point to engineering design or manufacturing problems requiring an engineering change or quality process change. 
• Act as the direct dealer contact for all common issues previously identified as a fundamental problem any particular Novae product or component and lead customer resolution activities related to processed product defect and underperformance warranties. Note: This would include issues involved in an ongoing Novae model recall. 
• Work with Purchasing Manager(s) on vendor-related warranties. Takes full responsibility for initial dealer response, customer communication, resolution, returns, replacement, and customer credit for identified common Vendor-Related warranties. Collect and analyze data and communicate trends with Warranty & Parts Manager and Purchasing Manager(s) on supplier quality initiatives and validation of supplier and product selection. 
• Facilitate process for leading the problem and solution diagnoses with Manufacturing and Engineering for determining whether a trailer should come back as a Returned Material Authorization (RMA) --- final determination that the local dealer is not able to resolve on site reasonably and efficiently. Provide final sign-off authority for Returned Material Authorization (RMA) trailers, escalating to manager when there is disagreement. 
• Consult and provide information to the Sales Team on routine inquiries, and easily expedited common claims. 
• Consult and provide information to Dealers in resolution of non-routine end-user communication and resolution. 
• 10% - 15% of time will be spent on travel to other plants for inspection of trailers to support operations and resolve warranty claims, including overnight travel if necessary.
• Assist in other areas and perform other duties, as needed.  (This is not intended to be a comprehensive list of activities, duties, or responsibilities required for this job.)

Qualifications and Requirements 

• Certificate of Business, or equivalent demonstrated skills and experience, required.   
• Must have had prior customer interface experience.
• Understanding of basic mechanical and physical principles, good spatial reasoning skills, and the ability to apply these principles to solve problems.
• Strong computer skills with a working knowledge of Microsoft Office, Visual, and related software. 
• Excellent communication skills, both written and verbal. 
• Highly motivated self-starter with an inclination to consistently apply critical and analytical thinking skills. 

Physical Requirements

• Must be able to maintain safety while working effectively and efficiently.
• Must be able to wear all required PPE for the position, including but not limited to safety glasses, hearing protection, hard hat, face shield, steel or composite toe footwear.
• This role will require standing, walking, squatting, stooping, and bending.
• Exposure to contaminants: dust, weld, smoke, chemicals.
• Work environment: indoor, outdoor, heat, cold, etc.

Working Conditions

• Primarily operates in a fast paced, office environment within a manufacturing organization.  
• Routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.
• Travel to various worksites, meetings, and training, across Novae LLC.
• Responsibilities require willingness to work outside of typical office schedule.

Benefits

• Medical Insurance (PPO + HDHP options)
• Dental Insurance
• Vision Insurance
• Critical Illness Insurance
• Accident Insurance
• Supplemental Life Insurance (Employee, Spouse and Children)
• 401(k) contribution after 30 days + company match on first 3%
• Weekly Accrued PTO
• Company Paid Short Term and Long Term Disability 
• Company Paid Life Insurance 

Novae LLC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Novae LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.