Warranty & Issues Manager

Job Locations
Customer Service/Support
Position Type
Job Time
Experience Level
Mid Level
Education Level
Bachelors Degree or Equivalent Experience
Travel %
Shift Schedule
Posting Date
1 month ago(5/29/2020 9:50 AM)

Company Overview

Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 6,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located around the world. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.


Headquartered in Atlanta, Georgia, Dematic is a member of KION Group, a global leader in industrial trucks, related services and supply chain solutions. Across more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers. The company is the largest manufacturer of industrial trucks in Europe, the second-largest producer of forklifts globally and a leading provider of warehouse automation.

The Role

Your Role:


To provide a dedicated and complete service to Dematic in relation to internal Dematic  and 3rd party supply by:

  • Management of post-handover warranty related issues with the customer whilst minimising the warranty spend
  • Maintaining positive customer and supplier relationship
  • The identification of wider warranty issues and escalation to the correct parties to ensure the effective close-out of open issues.
  • Coordination between PM´s, Engineering, R&D, COE, Quality department technical issues and improvement actions
  • Provision and control of warranty spend data.


Specific Responsibilities:


  • Management of the warranty budget to minimize costs for the company whilst maintaining positive relationships with customer and supplier
  • Produce data for performance KPI’s for the warranty budget
  • Develop good working relationships with manufacturing partners, suppliers and product specialist to reduce costs and risks by feeding back technical issues
  • To develop and maintain working procedures and methods as necessary.
  • To resolve warranty issues and product issues utilising product specialist within Dematic and 3rd party supply chain.
  • To carry out all responsibilities in the most efficient way possible and in such a manner as to represent the best interests of the company at all times.
  • To deliver continuous process improvements in efficiency of the department. 
  • To keep the Dematic management regularly informed of the status of the above.
  • Analysis of warranty and product issues claims across similar installations in EU
  • Management of Root Cause Analysis


General Responsibilities:


  • To provide progress reports to the management team for all projects as and when required.
  • To comply with all defined company and Health and Safety policies


What We Are Looking For

Knowledge & Experience Required:


  • Degree / HND, or equivalent qualification.
  • Proven experience within the automated industry.
  • Proven experience in Warranty & Product Issue Management


Technical Competencies


  • Ability to interpret technical drawings
  • Product & component (Mechanical/ Electrical) knowledge
  • Finance awareness
  • Understanding of contractual obligations and processes to ensure warranty obligations
  • Ability to negotiate end of warranty claims.

Fluency in english.


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