Customer Programs Manager

The Customer Programs Manager – Warranty & Telematics is responsible for leading MCT's warranty administration and telematics programs. This includes directly managing the warranty staff, ensuring accurate, timely processing of claims, data-driven performance tracking, and consistent communication with both internal teams and external customers. The role also requires active advocacy with OEMs to secure fair service repair time (SRT) allowances and to challenge denied claims that should be honored. The position serves as the bridge between OEM partners, customers, and MCT service operations, driving process improvement, accountability, and customer satisfaction.

• Manage and develop the warranty staff, providing training, coaching, and clear performance expectations.
• Oversee and manage all warranty claim submissions, tracking, and reporting.
• Identify claim trends, recurring denials, and areas for process improvement.
• Advocate with OEMs for fair and realistic SRT allowances, ensuring MCT is properly compensated for the work performed.
• Challenge and fight denied warranty claims by providing documentation, escalating when necessary, and ensuring valid claims are approved.
• Partner with branch Service Managers to reduce claim turnaround time and improve claim success rate.
• Develop KPIs and dashboards to measure warranty efficiency and performance.

• Serve as the subject matter expert for telematics platforms (Carrier Lynx, Orbcomm, Datagate, etc.).
• Support setup, commissioning, troubleshooting, and escalation of customer telematics issues.
• Provide training and guidance to service managers, technicians, and customers on telematics use and integration.
• Track and report utilization metrics to ensure customers and internal teams are leveraging full system capabilities.

• Act as the primary contact for customers regarding warranty and telematics program issues.
• Work closely with large fleet accounts to ensure programs are effectively supporting operations.
• Provide program updates and performance reporting to senior leadership.
• Support special projects related to warranty or telematics integration.

• Experience in warranty administration, service operations, or related programs (transport refrigeration or fleet maintenance industry experience preferred).
• Strong technical understanding of telematics systems and data platforms.
• Proven leadership experience managing staff or teams.
• Proven ability to manage programs across multiple sites, ensuring accuracy and consistency.
• Strong negotiation and advocacy skills for working with OEM partners on warranty concessions.
• Excellent communication skills for working with OEM partners, internal leadership, and customers.
• Strong organizational and analytical skills; able to build reporting tools and track KPIs.

• Warranty claims are processed quickly and accurately, with improved claim success rates.
• MCT achieves fairer SRT allowances and sees a reduction in denied claims.
• Warranty staff are well-trained, productive, and accountable.
• Telematics systems are fully utilized by technicians, service managers, and customers.
• Customers receive clear, consistent communication and training on warranty and telematics programs.
• Program performance is visible and measurable through dashboards, reports, and KPIs.

• Omaha, Nebraska, United States

Expérience professionnelle

• Product Owner / Product Manager
• IT Project Manager

Compétences linguistiques

• English