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Customer Service Manager - Global Warranty Processing Centers in Manitowoc, WI at Welbilt

Date Posted: 2/28/2019

Job Snapshot

Job Description

Do you enjoy providing extraordinary technical support, have a passion for leading others, and take pride providing superior customer support?

Then look no further – your new career as Customer Service Manager: Global Warranty Claims Processing awaits you at Welbilt, Inc.*

As Manager Warranty Claims Processing Centers this person provides leadership, management, and coordination for Welbilt’s global warranty (and other claim types) processing centers and management of associated policies, processes. Further s/he manages claims processing centers, tracks the performance of such. vs established annual targets and provides insights on likely future performance.  

Reporting directly to the VP Global Strategy, Policy, Process and Pricing; this position is located in Manitowoc, WI at our Manitowoc Ice* facility.

We put the 'fast' in fast food and the refinement in fine dining. We put the icy refreshment in sodas and the 'rocks' in signature cocktails. Be part of an industry that touches every life. Advance your career with the leader in foodservice innovation!

Essential Job Functions:

  • Direct, plan and coordinate Global Warranty Processing Centers teams to insure quality, productivity, and efficiency meet the organizational goals and expectations.
  • Drives all processing center to adherence of and usage of common business system. Works close with systems implementation teams for ease of doing business and system requirements. 
  • Maintain / Develop meaningful metrics and ensure goals are met.  Sets the strategic direction for the team that aligns with company objectives and creates an environment / culture to exceed customer expectations.
  • Owns and achievement of associated KPI’s - manages adherence to and tracks the performance of vs established strategic and annual targets and provides insights on likely future performance.   
  • Lead processing groups to ensure the execution of claims processing management to meet all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.     
  • Fosters continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the business partners/customer. Transaction efficiencies with automation, common practices, and eliminating waste as means to drive performance. Works with functional IT and business leaders to develop and implement continuous process improvement solutions.


Job Requirements

Job Requirements:

  • Bachelor’s Degree and a minimum of 8 years of experience in after sales service and information systems is required. Will consider a minimum of 16 years of customer service management experience in lieu of education.
  • Experience in warranty processing systems a plus.
  • Financial acumen
  • Strong ability to understand customer issue and expectations with a strong passion business partner/customer satisfaction.
  • Ability to garner internal and external relationships and work cross-functional and global. Ability to work with others and execute well in a matrix environment. 
  • Strong persuasive skill with ability to solve problems and make things happen
  • Ability of occasional travel

Welbilt, Inc. (formerly Manitowoc Foodservice) – designs, manufactures and supplies best-in-class food and beverage equipment for the global foodservice market. Welbilt offers customers unparalleled operator and patron insights, collaborative kitchen solutions, culinary expertise and world-class implementation support and service, whether locations are around the corner or across the globe. With operations in the Americas, Europe and Asia, the company has a portfolio of best-in-class brands including Cleveland, Convotherm®, Delfield®, Frymaster®, Garland®, Kolpak®, Lincoln, Manitowoc® Ice, Merco®, Multiplex®, Merrychef®, and Manitowoc® Beverage Systems.


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