Product Support Manager
Saronic Technologies
Product, Customer Service
Austin, TX, USA
Posted on Sep 13, 2024
Saronic Technologies is a leader in revolutionizing defense autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations for the Department of Defense (DoD) through autonomous and intelligent platforms.
Job Overview
We are seeking a Product Support Manager to build and lead our warranty program. In this role, you will work closely across our customers, service and repair depot teams to document, manage and report on claims with a goal of operating a seamless customer experience. You will track and use data to identify emerging trends, establish a warranty program budget and contribute to the overall service and support strategy.
An ideal candidate will have experience working with warranty programs across maritime powertrain, and electronics manufacturers.
Responsibilities
- Program creation: Develop an asset-based warranty program, P&L and team structure
- Communication: Provide regular updates of all warranty metrics
- Record Keeping and Claim Management: Work with customers, suppliers and our finance team to process claims and reimbursements. File and maintains service records as required
- Recall and Service Bulletin Awareness: Keep informed of all factory recalls and service bulletins across our three vessel platforms
- Process and Policy Creation: Create warranty related policies, procedures, work instructions and promote adherence to each
- Continuous Improvement: Drive process improvement to reduce warranty claims in line to meet business objectives across our base of operational vessels
- Design for Scale: Manage warranty operations so they are scalable for future growth
Qualifications
- 5+ years of experience leading a service and/or warranty team
- Familiarity supporting and or servicing maritime powertrain and control systems
- Experience working with Salesforce as a CRM and warranty management platform
- Capable of interpreting and analyzing complex numerical and financial data
- Able to balance daily operational requirements with longer-terms strategic focus
- Ability to manage time effectively and clearly prioritize tasks for self and team in a dynamic and change-oriented environment
- Travel occasionally with advanced notice
Benefits
- Medical Insurance: Comprehensive health insurance plans covering a range of services
- Saronic pays 100% of the premium for employees and 80% for dependents
- Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
- Saronic pays 99% of the premium for employees and 80% for dependents
- Time Off: Generous PTO and Holidays
- Parental Leave: Paid maternity and paternity leave to support new parents
- Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
- Retirement Plan: 401(k) plan
- Stock Options: Equity options to give employees a stake in the company’s success
- Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
- Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office
Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.