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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Warranty and Technical Support Supervisor - **Company:** Electric - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Software Documentation, Microsoft Office, Reliability Engineering, SAP (Applications) - **Published:** September 24, 2026 - **Apply:** https://www.thejobnetwork.com/job/28b2c597-019f-48e2-96ad-751f1ad7abfd/warranty-and-technical-support-supervisor ## About the Role * 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. ## Description 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., * 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. ## Related Videos - [More efficient software for more efficient microchips](https://www.wearedevelopers.com/videos/1164-more-efficient-software-for-more-efficient-microchips) - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [Independently together: how micro-applications improve developer experience + app performance](https://www.wearedevelopers.com/videos/452-independently-together-how-micro-applications-improve-developer-experience-app-performance) - [Replacing Excel with SAP APIs & Python validation](https://www.wearedevelopers.com/videos/1944-replacing-excel-with-sap-apis-python-validation) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Why Is Software Documentation Still Static – And Why Modern Browsers Deserve Better](https://www.wearedevelopers.com/videos/2054-why-is-software-documentation-still-static-and-why-modern-browsers-deserve-better) ## Related Articles - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Top Characteristics of a Software Engineer](https://www.wearedevelopers.com/magazine/166-top-characteristics-of-a-software-engineer) - [Software Engineer Career: Things You Should Know](https://www.wearedevelopers.com/magazine/143-software-engineer-career-things-you-should-know) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Ultimate Software Engineer Career Path Guide for 2023](https://www.wearedevelopers.com/magazine/146-the-ultimate-software-engineer-career-path-guide-for-2023)