Bachelor's degree in Electrical, Mechanical, or Industrial Engineering, or equivalent technical experience.
5-8 years of experience in technical support, service engineering, or warranty management.
Experience leading teams or complex projects in a customer-facing environment.
Strong understanding of rotating machinery and industrial troubleshooting.
Proficiency with SAP warranty modules and Microsoft Office.
Responsibilities
Lead and mentor Technical Support Engineers and warranty personnel.
Coordinate technical support and warranty claims for WEN-designed machines in North America.
Oversee investigation and resolution of warranty claims to ensure timely documentation and closure.
Serve as the primary liaison between WEG Electric Machinery and global WEN factories.
Develop and maintain warranty procedures and documentation standards for consistency.
Ensure clear and empathetic communication with customers during the warranty process.
Benefits
Opportunity for professional growth through coaching and cross-functional training.
Promote a culture of accountability and continuous learning.
Work in a high-performance environment that supports customer needs and departmental objectives.
Engage in domestic and limited international travel for business.
Contribute to a commitment to safety, confidentiality, and data protection.
Full Job Description
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.
