Job Description

The Nidecker Group is looking for a driven and detail-oriented Warranty Coordinator to oversee and improve our warranty processes across our industry-leading snowboard and footwear brands.
In this role, you will be responsible for managing and optimizing the end-to-end warranty experience for both B2C and B2B customers, ensuring high service standards and operational efficiency. From handling escalated cases and monitoring daily workflows to training the customer service team and reporting product issues, you'll play a key role in strengthening customer trust and product quality. You'll collaborate closely with the Customer Service, Product, and Quality teams to streamline processes, implement best practices, and deliver actionable insights through regular reporting.
This is a hands-on, cross-functional position ideal for someone with strong organizational skills, a customer-first mindset, and a passion for quality in winter sports and footwear products.
Tasks

• Develop and maintain comprehensive warranty workbooks for all NDK Group brands.
• Continuously review and enhance processes, systems, and tools used to manage B2C and B2B warranty claims.
• Oversee the daily warranty claims workflow, ensuring efficient task assignment and resolution.
• Handle escalated and complex warranty cases with professionalism and efficiency.
• Train and mentor Customer Service team members on warranty procedures, tools, and service standards.
• Collaborate closely with the Customer Service Manager to ensure a high-quality customer experience across all channels (B2C and B2B).
• Identify and implement best practices specifically for Snowboard and Footwear (FTW) warranty processes.
• Forecast spare parts needs for the upcoming season and place preorders accordingly to cover claims without overstocking.
• Prepare and present detailed monthly reports highlighting key warranty KPIs and trends.
• Act as a liaison with product teams to support quality assurance by reporting recurring issues or product defects.
• Create and maintain factory warranty reports across all NDK Group brands to support internal analysis and continuous improvement.

Requirements

• 3-5 years of experience in warranty management, customer service, or a related operational role, preferably within the sporting goods, footwear, or consumer products industry.
• Strong understanding of warranty policies and procedures across B2C and B2B environments.
• Proven experience managing escalations and complex claims, with strong problem-solving abilities.
• Excellent organizational skills with a demonstrated ability to manage multiple workflows and deadlines.
• Proficiency in Microsoft Excel and familiarity with CRM, ERP, or warranty management systems (e.g., Salesforce, SAP, or similar platforms).
• Strong communication and interpersonal skills, with the ability to train and guide teams
• Data-driven mindset with experience preparing and presenting KPI-driven reports to stakeholders.
• Detail-oriented with a proactive approach to identifying and solving product or process-related issues.
• Ability to collaborate cross-functionally with Product, Customer Service, and Quality teams.
• Fluent in English; additional language skills (e.g., German, French, or Spanish) are a plus.
• Passion for product quality and customer satisfaction in an outdoor, sports, or lifestyle brand

Benefits

• An opportunity to work with a renowned Swiss company at the forefront of innovation in sports and footwear.
• A supportive and collaborative work environment committed to sustainability and excellence.
• Personal Nidecker discount rate and access to B2B partner deals.
• Snow Days and Company Ride Days along with a variety of wellbeing activities, such as running club, winter ice plunge, afterworks and more!

Nidecker Group oversees some of the world's top board sports brands, including Emerica, eS, Etnies, Jones, Nidecker, Thirtytwo, and #YES. Based in Rolle, our office represents some of the fastest-growing brands in the snowboarding and footwear industries and collaborates with over 60 distributors across more than 40 countries.
For further details, visit our website.
Nidecker Group
The Nidecker Group is home to the most innovative and inspirational action sports brands: Nidecker, Yes., Jones, Now, Flow. We create, operate, and accelerate industry-leading brands internationally with one goal: to inspire and enable athletes to lead the progression of their sport.
Founded in 1887 in the Swiss Alps and one hundred percent family owned, every generation has been fuelled by a passion for innovation and action sports. We began our story as master craftsmen, making wooden wheels and tables before moving on to sleds and cross-country skis. In 1912 we started manufacturing alpine skis, then water skis, monoskis and finally snowboards in 1984. Today, we are the oldest action sports company in the world and have built highly successful brands, which have played an integral role in the evolution of every industry in which we've been involved for over five generations.