Project Warranty Manager

Position Summary

The Warranty Manager is responsible for managing all warranty obligations related to Digital & Integrated Systems (D&IS) projects during the Defects Liability Period (DLP) and warranty phase. The role ensures timely resolution of customer issues, contractual compliance, effective coordination with engineering and field teams, and protection of project profitability while maintaining high customer satisfaction.

The Warranty Manager acts as the primary interface between customers, project teams, engineering, supply chain, quality, and maintenance organizations for all warranty-related matters.

Warranty Management

• Lead and manage warranty activities across D&IS projects during the contractual warranty period.
• Ensure compliance with contractual warranty obligations, service level agreements (SLAs), and customer commitments.
• Establish and maintain warranty management processes, governance, and reporting mechanisms.
• Monitor warranty claims from initiation through closure.

Customer Interface

• Serve as the primary point of contact for customers regarding warranty issues.
• Conduct regular review meetings with customers and internal stakeholders.
• Ensure timely communication and resolution of customer concerns.
• Support customer satisfaction and maintain long-term business relationships.

Incident and Defect Management

• Coordinate investigation of hardware, software, signaling, telecom, SCADA, ATS, PSD, and integrated system failures.
• Lead root cause analysis (RCA) and corrective and preventive actions (CAPA).
• Ensure timely restoration of system availability and performance.
• Monitor recurrent failures and drive permanent corrective actions.

Cross-Functional Coordination

• Coordinate with Engineering, RAMS, Quality, Supply Chain, Project Management, Field Operations, and Product Development teams.
• Escalate critical issues impacting safety, availability, or contractual compliance.
• Support implementation of engineering modifications and corrective actions.

Commercial and Contractual Management

• Assess warranty claims and determine contractual liability.
• Control warranty costs and monitor budget performance.
• Support claims management with customers, suppliers, and subcontractors.
• Ensure supplier warranty recoveries are pursued where applicable.

Performance Monitoring and Reporting

• Track key warranty KPIs including:
  • Mean Time to Repair (MTTR)
  • Mean Time Between Failures (MTBF)
  • Availability and reliability metrics
  • Warranty claim closure cycle time
  • Open defect aging
  • Cost of non-quality (CONQ)
• Prepare periodic reports for management and customers.

Risk Management

• Identify warranty risks and develop mitigation plans.
• Support lessons learned initiatives and continuous improvement programs.
• Participate in risk reviews and operational governance meetings.

Key deliverables

• Maintain warranty registers, defect logs, action trackers, and closure records.
• Ensure traceability of failures, investigations, corrective actions, and customer approvals.
• Support audits and compliance reviews related to warranty performance.
• Warranty claim management and closure.
• Defect tracking and corrective action implementation.
• Customer warranty review reports.

• Root Cause Analysis reports.
• Warranty cost control and recovery plans.
• Monthly warranty performance dashboard.
• Lessons learned and reliability improvement actions.

Eligibility- Qualifications & experience

• Bachelor's Degree in Engineering (Electronics, Electrical, Telecommunications).
• 10 years of experience in railway signaling with minimum 3 years in CBTC metro rail systems operating in ATP/ATO/UTO modes
• Experience in project execution, commissioning, maintenance/ warranty management.

Key Performance Indicators (KPIs)

• Warranty claim closure within agreed SLA.
• Reduction in repeat failures.
• Customer satisfaction score.
• Warranty cost versus budget.
• On-time RCA completion.
• Defect backlog aging.
• System availability and reliability targets achievement.
• Supplier recovery success rate.