Warranty managers are individuals who develop and implement effective warranties for products. Warranty managers must know the average effective lifespan of products and do extensive research to determine projected costs versus projected profits for a given warranty. Determining how extensive coverage for a warranty should be as well as how long a warranty should last are essential parts of the job for a warranty manager.
In addition to the creation of warranties, a warranty manager must ensure that warranties are fulfilled and that fraudulent claims are caught. Without proper testing or research, a product stands to lose a lot of money if a warranty lasts longer than a product's projected lifespan, so it is essential for a warranty manager to review all testing that has been performed on a product to find any extraneous circumstances that may cause a product to break or malfunction before its effective lifespan is over and ensure that these instances are rare enough that they will not cause a large impact. Determining how a warranty is fulfilled is another big part of cost assessment for a Warranty Manager. For example, large products that are expensive to repair and ship may be better to just refund rather than taking back to the manufacturer to be fixed.
Warranty management is a math-intensive field and entering it requires a bachelor's degree in business or a related field. It is advisable for warranty managers to have a strong grasp on statistics, economics and microeconomics. While customer satisfaction is essential, warranty managers will generally not work directly with consumers, greatly reducing the need for strong communication skills.
Warranty Manager Tasks
- Create reports on customer interactions, warranty claims, and related statistics.
- Analyze root causes of warranty claims and identify methods to reduce claims.
- Process warranty enrollments, educate customers about usage, and answer questions.
- Document, validate, and resolve warrant claims, and communicate with customers.
- Answer phones and resolve customer concerns.