IP - Warranty Specialist

Job Description

Job Description

Job Title: Warranty Specialist

FLSA: Hourly, Non-Exempt

Job Summary: The Warranty Specialist is responsible for managing and processing warranty claims to ensure the company recovers funds efficiently and in compliance with manufacturer and supplier agreements. This role involves coordinating with various departments, maintaining accurate records, and providing exceptional customer service to both internal and external stakeholders.

Key Responsibilities:

• Manage the complete warranty claim lifecycle, from submission to resolution, ensuring adherence to established timelines

• Maintain comprehensive and accurate records of all warranty claims, including approvals, denials, and related correspondence, to facilitate audits and performance analysis.

• Collaborate effectively with team members, customers, and manufacturing partners to clarify details of warranty claims and requirements.

• Secure necessary warranty or customer authorizations by gathering required documentation (including photos) and following manufacturer's warranty policies and procedures.

• Address inquiries from customers and vendors regarding warranty policies, claim status, and resolutions in a professional and timely manner.

• Build and maintain strong relationships with customers and vendors to facilitate smooth warranty processes.

• Maintain a "Customer First" attitude in all interactions, ensuring positive customer experience.

• Perform other duties as assigned to support the team and achieve company goals.

Competencies:

• Communication: Clearly and effectively communicate, both verbally and in writing. Demonstrate excellent judgment in conveying information appropriately to the right audience.

• Organization: Adhere to policies and procedures, complete administrative tasks accurately and on time, and support the organization's goals and values.

• Time Management: Efficiently manage time, prioritize tasks, and concentrate efforts on high-priority items to maximize productivity.

• Customer Focus: Dedication to meeting the expectations and requirements of both internal and external customers. Proactively gather customer feedback to drive improvements in products and services, acting with the customer's best interests in mind.

Qualifications:

• High school diploma or equivalent (GED).

• Strong computer skills, including proficiency in Microsoft Office and Adobe.

• Excellent organizational and sequencing skills.

• General knowledge of HVAC product installation activities is a plus.

• Experience with FACTS is a plus.

• Ability to read, analyze, and interpret documents in English, and respond to common inquiries or complaints from customers.

• Ability to interact clearly and effectively in both written and oral communication with supervisors, customers, staff, and vendors.

• Proficiency in personal computer skills, including electronic mail, record keeping, routine database activity, and word processing.

• Intermediate level of knowledge of Microsoft Office.

Physical Demands/Work Environment:

• Ability to remain in a stationary position for extended periods while operating a computer and performing office work.

• Ability to occasionally move about inside the office.

• Constant operation of computer and other office equipment.

• Ability to exchange accurate information with customers and others.

• Regularly lift and/or move up to 15 pounds, occasionally up to 25 pounds.

• Capable of reviewing work for errors and adjusting as necessary.

• The noise level is low to moderate in a controlled climate.

Additional Notes:

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.