Warranty Supervisor
Pay: $21.00 – $24.00 per hour
Job Type: Full-time
Schedule: 8-hour shift | Day shift
Work Location: In person
About Us
Energy Workers Medical Services (EWMS) is a trusted provider of durable medical equipment (DME) serving patients through the Department of Labor program. Our work directly impacts patient comfort, safety, and continuity of care. We are committed to delivering not only high-quality equipment, but also compassionate, knowledgeable support when issues arise.
The Warranty Manager plays a vital role in this mission by ensuring patients feel heard, supported, and educated while warranty concerns are resolved efficiently and accurately.
Job Overview
We are seeking a Warranty Supervisor to oversee the full warranty claims process for all DME products while serving as a key customer-facing resource. This position requires a strong balance of technical knowledge, problem-solving, and exceptional customer service. The Warranty Manager is responsible for guiding patients through warranty issues with clarity and empathy, educating them on equipment care, and ensuring timely, compliant resolutions.
Key ResponsibilitiesCustomer Service & Patient Support (Primary Focus)
- Serve as the primary point of contact for patients regarding warranty-related concerns
- Provide compassionate, clear, and professional communication during potentially stressful equipment issues
- Actively listen to patient concerns, validate their experience, and explain next steps in a way that is easy to understand
- Maintain consistent follow-up with patients to ensure they feel informed and supported throughout the warranty process
- Build trust by setting accurate expectations and delivering on commitments
Patient Education & Preventative Guidance
- Educate patients on warranty coverage, limitations, and timelines in a clear and approachable manner
- Provide instruction on proper equipment use, care, and maintenance to reduce repeat failures and extend product lifespan
- Reinforce best practices for handling, cleaning, and storing DME
- Identify recurring user-related issues and proactively educate patients to prevent future warranty claims
- Serve as a knowledge resource for internal teams on common warranty and equipment-related education needs
Warranty & Claims Management
- Manage and process warranty claims in compliance with manufacturer requirements and internal procedures
- Track claim progress, timelines, and resolutions to ensure prompt replacement or repair
- Communicate with manufacturers and vendors to resolve delays or discrepancies
- Escalate complex or unresolved cases appropriately
Team Leadership & Employee Supervision
In addition to managing warranty operations, the Warranty Supervisor will provide day-to-day supervision and guidance to staff supporting warranty, returns, and equipment resolution workflows. This role ensures team members are aligned with EWMS standards for patient care, documentation, and timely claim processing.
Supervisory Responsibilities
- Supervise and support warranty-related employees, ensuring productivity, accuracy, and compassionate patient communication
- Provide training and ongoing coaching on warranty procedures, customer service expectations, and compliance requirements
- Assign and monitor daily tasks related to claims processing, vendor follow-up, and equipment returns
- Serve as a point of escalation for complex patient concerns or unresolved warranty cases
- Promote a positive, collaborative work environment focused on accountability and patient-centered service
- Participate in performance feedback, workflow improvement, and team development initiatives
Compliance & Documentation
- Maintain thorough, accurate documentation of all warranty claims, communications, and resolutions
- Ensure all processes comply with manufacturer guidelines, industry standards, and EWMS policies
Problem Solving & Quality Improvement
- Investigate warranty issues to identify root causes, including product defects or usage trends
- Analyze recurring issues and provide feedback to leadership to support quality improvement initiatives
Reporting & Inventory Coordination
- Generate warranty activity reports and identify trends impacting patient care or inventory
- Coordinate with inventory and shipping teams to manage returned, repaired, or replacement equipment
Qualifications
- High school diploma or equivalent
- Previous supervisory or team leadership experience preferred
- Demonstrated excellence in customer service, especially in patient-facing or high-empathy roles
- Ability to clearly explain technical or medical equipment information to non-technical audiences
- Strong problem-solving, organizational, and time-management skills
- Ability to work independently while collaborating effectively across departments
- Proficiency in Microsoft Office and Google applications
- Ability to remain calm, patient, and professional in high-pressure or emotional situations
- Must be able to lift up to 50 lbs
Benefits
Job Type: Full-time
Pay: $21.00 - $24.00 per hour
Benefits:
Work Location: In person
