Product Support and Warranty Supervisor

Located in Weaverville, NC

Salary: $60,000 to $65,000

Salary Range - $60,000 to $65,000 a year 

Position Summary 

A business in the Weaverville area is looking to hire a supervisor for their product and warranty division. Under the direction of the Customer Support Manager, the Product Support & Warranty Supervisor leads the team responsible for product support, warranty processing, and after-sales service. This role is hands-on and works closely with production, engineering, logistics, and sales to ensure equipment performs to specification and customer concerns are addressed quickly and effectively. The supervisor oversees daily service operations, supports the team with troubleshooting, and maintains high standards for customer satisfaction within an automotive manufacturing environment.

Key Responsibilities

• Lead by example with hands-on troubleshooting, warranty evaluations, and direct customer support.
• Supervise, mentor, and train product support representatives to ensure consistent, high-quality service.
• Collaborate with the Customer Support Manager to establish performance goals and service standards.
• Manage escalated product or warranty issues and determine appropriate next steps; escalate further when required.
• Communicate with customers regarding inquiries, warranty updates, parts availability, repair timelines, and technical requirements.
• Verify proper operation of mechanical, electrical, and hydraulic components in line with manufacturing specifications.
• Diagnose and communicate complex product issues to engineering, production, or management when additional support is required.
• Provide technical guidance and solutions for field service concerns within established policies and processes.
• Accurately record warranty details, parts used, serial numbers, and service times in designated systems.
• Work closely with sales teams to support customers with product questions, troubleshooting, and training.
• Create and update service procedures, training guides, and documentation to improve consistency and service efficiency.
• Work cross-functionally with production, engineering, logistics, and sales to align service operations with company goals.
• Prepare service and warranty performance reports for management as requested.
• Build strong relationships with key customers to ensure high levels of support and satisfaction.
• Provide product quality feedback to engineering and production to support continuous improvement.
• Deliver ongoing training to ensure team members can effectively manage service inquiries, complaints, and order-related support.
• Perform other related duties as assigned.

Qualifications

• Technical certificate or associate degree in automotive technology, industrial maintenance, manufacturing technology, or a related field preferred.
• 3–5 years of experience in technical service, equipment maintenance, or field support, including at least 2 years in a supervisory role—preferably in the automotive or manufacturing industry.
• Strong leadership abilities with experience developing and coaching teams.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong mechanical, electrical, and/or hydraulic troubleshooting skills.
• Ability to read technical manuals, schematics, wiring diagrams, and parts drawings.
• Proficient with diagnostic tools, hand tools, power tools, and measurement instruments.
• Strong problem-solving abilities with a customer-centered approach.
• Ability to work in a fast-paced manufacturing environment while managing multiple priorities.
• Occasional travel to customer sites based on business needs.
• Familiarity with ERP or CRM systems is a plus.

Essential Functions

• Work in both office and production/service areas.
• Sit or remain at a workstation for extended periods with the ability to move throughout the facility as needed.
• Communicate clearly in person, by phone, and electronically.
• Review, analyze, and process written and electronic documentation.
• Maintain accuracy and attention to detail while meeting deadlines.
• Work both independently and collaboratively with cross-functional teams.
• Safely lift up to 50 lbs and perform physical tasks such as bending, standing, walking, and working hands-on with equipment.
• Maintain manual and visual dexterity for repair and inspection tasks.
• Use hand tools, power tools, and measuring devices safely and accurately.
• Follow all company policies, confidentiality requirements, and safety procedures.

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