Manager - Repair & Warranty M/F

We are looking for an experienced and customer-focused Manager – Repair & Warranty to lead and develop our global Repair & Warranty function. This is a strategic leadership role responsible for standardising warranty and claim handling processes across the organisation, ensuring excellent customer support, and driving continuous quality improvement.

As the global owner of external customer claims, you will play a key role in strengthening customer relationships, reducing warranty costs, and transforming customer requirements into effective internal processes and actions.

Key Responsibilities:

Leadership & Strategy

• Lead, develop and inspire the global Repair & Warranty team.
• Drive the globalisation and continuous improvement of Repair & Warranty processes across KK Group.
• Establish and maintain a consistent and effective global claim handling framework.
• Ensure the team possesses the necessary competencies, tools and processes to support business growth and customer satisfaction.

Warranty & Claim Management

• Serve as the primary point of contact for customer claims (NCRs) across KK Group.
• Manage and coordinate all external customer claims throughout their lifecycle.
• Handle and lead major P1 warranty cases, ensuring timely resolution and clear communication with customers.
• Ensure professional and positive customer relationships during claim and warranty processes.
• Analyse warranty cases and claim trends to identify root causes and improvement opportunities.

Quality & Continuous Improvement

• Translate customer requirements and contractual obligations into internal claim handling guidelines and best practices.
• Build strong collaboration with Quality, Engineering, Operations and Supply Chain teams to improve the quality and reliability of affected components.
• Contribute to the development of a globally effective NCR (Non-Conformance Report) handling system.
• Support the establishment of a best-in-class global warranty management framework.

Financial & Reporting Responsibility

• Ensure optimal utilisation of financial resources related to warranty and claim handling activities.
• Monitor and analyse warranty-related data and external claim performance.
• Own global reporting of warranty provisions related to external customer claims.
• Support decision-making through accurate reporting, trend analysis and risk assessments.

Qualifications:

• Bachelor’s or Master’s degree in Mechanical Engineering, Electrical Engineering or a related technical discipline.
• Proven experience in warranty management, customer quality, after-sales service, repair operations or claim handling.
• Previous leadership experience managing teams in an international environment.
• Strong understanding of customer contracts, warranty obligations and claim processes.
• Experience in quality management and problem-solving methodologies.
• Excellent analytical and organisational skills.
• Strong stakeholder management and customer communication capabilities.
• Ability to work effectively across global and cross-functional teams.
• Fluent in English, both written and spoken.