Warranty Team Lead

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Senior Technical Support Manager __ Under the direction of the Senior Technical Support Manager, the Warranty Team Lead will lead a team of Warranty Specialists to drive operational excellence in warranty case management, customer satisfaction, process improvement, and team development while ensuring compliance with company policies and cost-control objectives. The warranty team provides support for ABB customers, Sales Channel, Product Management, and ABB Services teams across the Motion Drive Products, High Power, and Services portfolios for products sold by the USA sales unit and built in the New Berlin, WI factory. The work model for the role is: Hybrid, New Berlin, WI Your role and responsibilities: Lead, coach, and develop a team of warranty specialists and support personnel through regular one-on-one meetings, performance discussions, development plans, and succession planning. Oversee day-to-day warranty case handling activities, including workload distribution and staffing requirements, to ensure timely review, approval, and resolution of warranty claims while maintaining accurate documentation and customer communication in SAP and Salesforce. Serve as the primary escalation point for complex warranty issues, balancing customer satisfaction with warranty cost management, policy compliance, and operational effectiveness. Drive continuous improvement by developing and maintaining warranty work instructions, process maps, and training materials, while partnering cross-functionally with data, Quality, Product Management, and business and shipping operations teams to analyze trends, support corrective actions, and improve forecasting and fulfillment. Our Team Dynamics Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there. Qualifications for the role: High school diploma or GED required. Associate’s or Bachelor’s degree preferred. 4+ years of previous warranty, customer service, technical support, or related experience required. Previous experience leading teams and projects preferred. Ability to respond to customer inquiries and communicate effectively in English, both verbal and written. Must be computer-literate; working knowledge of SAP, Salesforce, and Power BI preferred. Awareness of variable frequency drives and industrial manufacturing electrical components preferred. Valid driver’s license required, willingness to travel 5-10%, and candidates must already have a work authorization that would permit them to work for ABB in the US. Preferred Qualifications for the role: Previous experience leading teams and projects. Working knowledge of SAP, Salesforce, and PowerBI. Awareness of variable frequency drives and industrial manufacturing electrical components. More about us ABB Motion keeps the world turning while saving energy every day. Our pioneering drives, motors, generators, mechanical power transmission products and integrated digital powertrain solutions are driving the low-carbon future for industries, cities, infrastructure and transportation. Through our global presence, we are always close to our customers and help them optimize energy efficiency, improve safety and reliability, and achieve precise control. What’s in it for you We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You’ll be part of a team that values your voice and celebrates your progress. ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB. All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. ABB Benefit Summary for eligible US employees [excludes ABB E-mobility, Athens union, Puerto Rico] Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn more. Health, Life & Disability Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. Choice between two dental plan options: Core and Core Plus Vision benefit Company paid life insurance (2X base pay) Company paid AD&D (1X base pay) Voluntary life and AD&D – 100% employee paid up to maximums Short Term Disability – up to 26 weeks – Company paid Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay. Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance) Paid Parental Leave Employee Assistance Program Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption Employee discount program Retirement 401k Savings Plan with Company Contributions Employee Stock Acquisition Plan (ESAP) Time off ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.