Description 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.