Electric Machinery Company, a division of WEG Electric Corp.
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
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Supervise and mentor Technical Support Engineers and warranty personnel; ensure clear priorities, balanced workload, and measurable goals.
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Foster a culture of accountability, professionalism, and continuous learning; support professional growth through coaching and cross-functional training.
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Promote Lean thinking and service excellence; improve responsiveness and team efficiency.
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Maintain a high-performance environment that supports both customer needs and departmental objectives.
2. Technical Support and Warranty Case Management
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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.
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Oversee investigation and resolution of warranty claims; ensure timely case creation, documentation accuracy, and closure in SAP.
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Determine warranty eligibility based on factory standards; ensure consistent application of criteria; communicate decisions clearly to customers and internal teams.
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Request and integrate engineering support from WEN factories when deeper technical analysis is required; ensure factories receive complete information for timely evaluations.
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Oversee cost recovery for approved warranty work performed by EM service teams; coordinate reimbursement with factory finance and warranty groups.
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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
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Serve as the primary liaison between WEG Electric Machinery (EM) and global WEN factories for all technical support and warranty matters.
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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.
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Develop expertise in factory processes, documentation standards, engineering workflows, and design philosophies; apply this knowledge to improve troubleshooting accuracy and reduce delays.
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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.
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Coordinate joint investigations for complex failures; supply factory engineers with detailed field reports and testing data; ensure customer communication is clear, timely, and accurate.
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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
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Develop and maintain warranty procedures, documentation standards, and reporting structures.
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Define and track key performance metrics such as response time, claim closure rate, cost recovery, and recurrence of issues.
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Implement standardized templates and workflows in SAP; ensure full adoption across all claim types.
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Lead corrective action tracking and ensure lessons learned are shared with Engineering, Quality, and Service teams.
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Participate in the development and refinement of Engineered Services processes to support broader departmental strategy.
5. Customer Experience and Compliance
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Ensure clear, empathetic, and transparent communication with customers throughout the warranty and technical inquiry lifecycle.
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Maintain compliance with the WEG Code of Ethics; uphold safety, confidentiality, and data protection requirements.
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Ensure accurate, current technical support and warranty documentation is available for internal and external use.
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Support a professional customer experience that reinforces WEG’s commitment to reliability, transparency, and long-term value.
Knowledge, Skills, and Abilities
Education and Experience
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Bachelor’s degree in Electrical, Mechanical, or Industrial Engineering; or equivalent technical experience.
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Five to eight years of experience in technical support, service engineering, or warranty management.
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Demonstrated experience leading teams or complex technical projects in a customer-facing environment.
Technical Expertise
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Strong understanding of rotating machinery; root-cause analysis methods; field service practices; and industrial troubleshooting.
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Proficiency with SAP warranty and reporting modules; Microsoft Office; structured documentation practices.
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Familiarity with reliability engineering, factory processes, and field failure investigation.
Professional Skills
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Excellent communication and negotiation skills; able to convey technical information clearly to customers and factory stakeholders.
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Strong organizational abilities; capable of coordinating multiple parallel tasks in a fast-paced environment.
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High attention to detail; strong analytical thinking; consistent documentation accuracy.
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Ability to recommend improvements to job methods and departmental procedures.
Other Requirements
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Domestic and limited international travel, up to fifteen percent.
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Ability to work in office and manufacturing environments; lift up to twenty-five pounds.
Physical Requirements:
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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.
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Requires the ability to routinely lift up to 25 lbs.
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Requires the ability to ascend and descend stairs daily to reach all areas of the manufacturing facility.
