Warranty Manager📣 Job Ad

About the Role

Sulzer is seeking a Warranty Manager to oversee the comprehensive management of warranty claims. This full-time position, based in Riyadh, requires a professional with 5-10 years of relevant experience to ensure efficient and effective claim resolution, maintain customer satisfaction, and safeguard the company's interests.

Role Overview

The Warranty Manager is responsible for the end-to-end management of complex warranty claims. This involves acting as the primary liaison between customers and internal departments, leveraging technical, commercial, and organizational expertise to achieve timely, compliant, and cost-effective resolutions. The role aims to maintain high levels of customer satisfaction, prevent escalations, and protect Sulzer's commercial and reputational standing.

Key Responsibilities

• Manage warranty claims as technical projects or standardized processes from initiation to closure.
• Develop and maintain claim resolution plans, schedules, cost estimates, and closure criteria.
• Monitor claim progress against contractual obligations, internal policies, and service level agreements (SLAs).
• Ensure full traceability, documentation integrity, and compliance throughout the warranty lifecycle.
• Serve as the single point of contact for customers and internal stakeholders on all warranty matters.
• Maintain transparent communication with customers to manage expectations and prevent escalations.
• Coordinate internally with Engineering, Quality, Production, Supply Chain, Procurement, Finance, Legal, and Service teams.
• Facilitate technical and commercial discussions to achieve balanced outcomes within contractual and financial boundaries.
• Control and monitor warranty claim expenditures against approved budgets, identifying variances proactively.
• Implement cost containment and optimization measures without compromising resolution effectiveness or customer satisfaction.
• Coordinate with Finance for accurate cost allocation, forecasting, and reporting.
• Support recovery actions from suppliers, sub-vendors, or third parties to minimize net warranty exposure.
• Lead technical investigations and root cause analysis for complex or recurring warranty issues.
• Validate corrective and preventive actions (CAPA) to ensure sustainable resolution and risk reduction.
• Escalate critical technical, quality, or commercial risks with clear impact assessments and recommendations.
• Ensure customer satisfaction through timely, high-quality, and transparent claim resolution.
• Manage customer feedback related to warranty claims, including collection, analysis, and response.
• Address customer concerns proactively to preserve long-term relationships.
• Translate customer feedback into improvement actions in coordination with relevant teams.
• Ensure warranty activities align with departmental KPIs and monitor performance indicators such as claim cycle time and customer satisfaction.
• Identify systemic issues and contribute to process, design, or quality improvements.
• Capture and communicate lessons learned to relevant stakeholders.
• Provide technical and process guidance to junior professionals.
• Review work outputs for accuracy, quality, and compliance.
• Promote best practices in warranty management, customer communication, and cross-functional collaboration.

Qualifications and Requirements

• Bachelor’s degree in engineering.
• Minimum of 5–7 years of relevant experience or equivalent skills.

Work Environment and Benefits

This is a full-time position based in Riyadh. Sulzer offers annual vacation of 21 working days, opportunities for development, a competitive salary, and a company bonus scheme.