Job Description
POSITION SUMMARY
The Warranty Program Manager - Integrations is responsible for developing and optimizing warranty processes and workflows needed to integrate Mergers and Acquisitions activity and New Product Development and Introduction launches into Vertiv's warranty operating model. The role focuses on improving customer experience and operational efficiency through process enhancement, workflow automation, issue escalation management, and KPI reporting using Smartsheet (or similar) and dashboards.
Warranty Program Management within Vertiv Services provides customer-facing support related to product warranty support. This includes warranty program development and management and related program support, augmented with required metrics and reporting across lines of business.
RESPONSIBILITIES
1) Warranty Integration Program Management (M&A + NPDI)
* Lead integration of acquired businesses and newly released products into warranty administration workflows by defining requirements, standardizing processes, and coordinating cross-functional execution.
* Support warranty readiness for NPDI programs by ensuring workflows, tools, and reporting are defined and implemented to enable scalable execution.
2) Process Workflow Development, Automation, and Optimization
* Develop, implement, and optimize warranty workflows using Smartsheet or similar applications to create workflow automations, reporting tools, and dynamic views tailored to user roles.
* Evaluate existing warranty processes, identify inefficiencies, and recommend data-driven improvements to enhance operational efficiency and customer experience.
3) Cross-Functional Cadence, Readiness, and Communications
* Organize and run cross-functional cadence to align stakeholders (Service, Quality, Engineering, Supply Chain, Technical Support) on readiness items, issues, and actions required for successful integration execution.
* Identify required tools and training needed for consistent execution; support documentation integrity and operational readiness as integrations go live.
4) Issue Escalations and Stakeholder Support
* Handle and manage escalated warranty-related issues, ensuring timely resolution by coordinating with relevant teams and stakeholders.
* Work closely with Product Development, Sales, Technical Support, and other internal teams to ensure warranty processes support integrated business unit needs.
5) Reporting & Metrics
* Develop and maintain key performance indicators (KPIs) and dashboards to monitor warranty process effectiveness and integration readiness; report findings and recommendations to senior management.
* Design and maintain dashboards (Smartsheet and Power BI) for critical metrics and publish insights that drive corrective actions and continuous improvement.
* Bachelor's degree in business administration, engineering, operations, or a related field is desired.
* Project Management certification (Certified Associate in Project Management or Project Management Professional) and/or equivalent experience is a plus.
QUALIFICATIONS
* Technical Degree and/or equivalent industry experience required
* CAPM or PMP certification and/or equivalent experience highly desirable
* 4-8 years of experience in process development, program management, or project management, ideally within a warranty or customer service environment.
* Advanced knowledge of Smartsheet for automated workflows, dynamic views, and reporting tools (power user preferred).
* Experience with dashboards/analytics tools such as Power BI (or equivalent) to create reporting and gen
Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjgwNDY0LjEwNTA4QHZlcnRpdmNvbXAuYXBsaXRyYWsuY29t
