Position: Corporate Warranty Manager

Job Classification: Office, Exempt

Location: LEER Group – Corporate

About LEER Group, LLC.

COMPANY BACKGROUND:

LEER GROUP, LLC is North America’s largest manufacturer and supplier of fiberglass and aluminum truck caps and tonneaus for residential and commercial applications. The group is comprised of eight companies: LEER , Snugtop, Bedslide, Pace Edwards , Century, Raider, StateWide Windows , Waypoint Logistics and Se Gi. Together, these companies have manufacturing plants in Pennsylvania, Indiana, Washington, Oregon, and California and sell through more than 1,300 independent dealers to individuals, small businesses, exporters, new car and truck dealerships, and fleet operators.

Founded in the late 1960s, LEER is the most widely recognized brand name in the truck cap industry and the number-one selling brand of pickup truck caps and tonneau covers in the country. LEER truck caps are custom-manufactured in Indiana, California, and Pennsylvania and delivered by a company-owned truck fleet to more than 800 independent LEER retailers. The industry leader in innovation, quality and customer service, LEER offers the industry’s most complete selection of truck caps for consumer and commercial use, fiberglass tonneaus, retractable tonneau covers, and a soft roll-up cover.

With its wide range of products, dozens of standard and optional features, and its partnerships with racking and storage solutions companies such as Thule, LEER offers products that appeal to a large and diverse customer base. Customized ordering ensures LEER can create a truck cap or tonneau for urban or rural use that appeals to families, hunters and fishermen, cyclists and boating enthusiasts or anyone who needs a stylish, well-built cargo solution. For its commercial and fleet customers, LEER offers truck caps customized with dozens of trade-related options and storage systems.

A subsidiary of J.B. Poindexter, a privately held diversified manufacturing company, LEER Group offers a vast variety of career opportunities, internally as well as within the J.B. Poindexter family of companies. We offer competitive salaries and progressive benefits including health, dental, vision, life insurance, disability plans, 401K, paid time off, tuition reimbursement and more. We pride ourselves in team member development, performance, recognition, and a culture of diversity and respect. Whether you are taking the next step of your career or just beginning, joining LEER Group’s winning team means being part of a great home away from home. You will be challenged. You will be proud.

Overall Responsibilities:

We are seeking a highly skilled and experienced Corporate Warranty Manager to lead our warranty management strategy within a made-to-order manufacturing environment. This role requires deep expertise in warranty program management, advanced analytical skills, and extensive B2C experience. The ideal candidate will have significant experience using Salesforce 360 to optimize warranty claims processes and improve customer service interactions. The Sr. Corporate Warranty Manager will be responsible for overseeing all aspects of warranty management, ensuring both internal efficiency and high-quality customer service. As a senior leader, this role demands exceptional customer interaction skills and the ability to foster cross-functional collaboration. A commitment to continuous improvement and a focus on data-driven decision-making will be essential. This position requires 40% travel to engage with key stakeholders, suppliers, and customers across various regions.

RESPONSIBILITIES:

• Strategic Warranty Leadership: Lead the corporate warranty function, developing and executing a comprehensive warranty strategy aligned with company goals and customer expectations. Oversee the entire warranty lifecycle, including claims management, root cause analysis, and program improvements.
• Salesforce 360 Optimization: Utilize Salesforce 360 to manage warranty processes, track claims, and analyze trends. Drive automation and integration of Salesforce tools to ensure efficient claim resolution, reporting, and customer communication. Develop and implement data-driven solutions to improve operational performance and customer satisfaction.
• Data Analysis & Performance Metrics: Leverage advanced analytical skills to interpret warranty data, identify patterns, and provide actionable insights. Generate detailed reports and dashboards for senior management, highlighting key performance indicators (KPIs), warranty cost analysis, and customer satisfaction trends.
• Customer Interaction & Advocacy: Champion customer-centric approaches to warranty management. Interact directly with high-profile customers, resolving escalated warranty issues and ensuring the highest level of satisfaction. Function as a customer advocate within the organization, ensuring that customer feedback is incorporated into warranty processes.
• B2C Warranty Excellence: Oversee the B2C warranty experience, ensuring a seamless, responsive, and customer-friendly process for individual consumers. Establish and maintain high service standards, ensuring customers receive timely resolutions to warranty claims.
• Team Leadership & Development: Lead and mentor a team of warranty professionals, providing guidance, performance management, and fostering a culture of continuous improvement. Build a high-performance team by developing skills in warranty administration, claims management, and customer support.
• Process Optimization & Continuous Improvement: Drive continuous improvement initiatives by identifying inefficiencies, recommending changes, and implementing process enhancements to reduce warranty claim volume and cost. Work closely with engineering, production, customer service, and quality teams to ensure warranty trends are addressed proactively.
• 40% Travel: Travel as needed to visit manufacturing facilities, meet with key customers, collaborate with suppliers, and attend industry events. Regular travel to ensure alignment across the organization and maintain strong relationships with stakeholders.
• Other duties as assigned or needed.

Characteristics and skills:

• Proven expertise as a Warranty or Quality Manager.
• Ability to operate related office equipment, such as computers and copiers.
• Ability to work independently and in a demanding environment.
• Ability to anticipate work needs and interact professionally with customers.
• Excellent organizational skills and attention to detail.

Educational and other requirements:

• Bachelor’s degree in Business Administration, Engineering, Supply Chain Management, or related field; MBA or advanced degree preferred.
• 10+ years of experience in warranty management, including significant B2C experience in a made-to-order manufacturing environment.
• Strong Salesforce 360 experience (Sales Cloud, Service Cloud, Marketing Cloud, etc.), with proven success in leveraging CRM tools to manage and optimize warranty processes.
• Extensive experience in managing cross-functional teams, driving strategy, and improving customer satisfaction in warranty-related processes.
• Skills:
• Advanced analytical and problem-solving skills with the ability to interpret complex warranty data and make data-driven decisions.
• Strong customer interaction skills with a demonstrated ability to manage escalated issues and lead high-stakes customer negotiations.
• Expertise in managing warranty claims, reducing operational costs, and improving service delivery.
• Strong project management skills with the ability to lead multiple initiatives across global teams.
• Excellent communication and leadership skills to interact with executives, team members, and external partners.
• Experience in a customized or made-to-order manufacturing environment with a deep understanding of the product lifecycle and the unique warranty challenges this presents.
• Knowledge of warranty policies, quality assurance, and the manufacturing processes relevant to the industry.
• Experience with warranty software integrations and knowledge of industry-specific standards and certifications (ISO, Six Sigma, etc.).
• Expertise in high-volume B2C warranty management, especially in sectors like automotive, consumer electronics, or industrial machinery.

CODE OF ETHICS:

LEER GROUP requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities. This position shall actively ensure that his/her own activities and those of all employees within the team meet this obligation. LEER GROUP’s critical standards and procedures related to expected conduct are detailed on the company website. This position is expected to be familiar with these policies and ensure that they are implemented in all areas of control.

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