Customer Service and Warranty Specialist

Job Description

Job Description

Description:

Parker Boats traces its roots to Parker Offshore, founded in the late 1960s along the Outer Banks of Beaufort, NC. Parker Boats is a premium offshore and inshore fishing boat manufacturer with heritage built on quality, strength, and seaworthiness, guided by time-tested design and a commitment to craftsmanship.

The Customer Service and Warranty Specialist is responsible for delivering exceptional support to Parker Offshore customers and dealers by managing warranty claims, resolving product and service concerns, and ensuring a positive ownership experience. This role serves as a critical liaison between customers, dealers, and internal departments to facilitate timely issue resolution, maintain warranty compliance, and support Parker Offshore’s commitment to quality, reliability, and customer satisfaction. The position also contributes to continuous improvement efforts by identifying trends, providing feedback on product performance, and helping enhance the overall customer experience.

Key Responsibilities:

• Serve as the primary contact for customers and dealers regarding product questions, service concerns, and warranty-related inquiries
• Respond to customer communications via phone, email, and other communication channels in a professional and timely manner
• Document customer interactions and maintain accurate records within company systems
• Resolve customer concerns while maintaining a positive customer experience and protecting company interests
• Escalate complex issues to appropriate departments when necessary
• Follow up with customers and dealers to ensure satisfactory resolution of issues
• Receive, review, and process warranty claims submitted by dealers and authorized service providers
• Verify warranty eligibility and ensure claims comply with company policies and procedures
• Investigate warranty concerns and coordinate with production, engineering, quality, and service teams to determine appropriate resolutions
• Support product recalls, service campaigns and customer notifications as needed
• Track warranty trends and report recurring issues to management
• Authorize warranty repairs and replacement parts within established guidelines
• Maintain accurate warranty records, reports, and supporting documentation
• Assist in developing and improving warranty policies, procedures, and communications with dealers and internal personnel

Required Skills/Abilities:

• Exceptional customer service skills with the ability to build positive relationships with customers, dealers, and internal stakeholders
• Strong verbal and written communication skills, including the ability to explain technical information in a clear and professional manner
• Excellent problem solving and conflict resolution abilities with a customer-focused approach
• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines
• High level of attention to detail and accuracy when reviewing warranty claims, documentation, and customer records
• Ability to analyze information, identify root causes of issues, and recommend appropriate solutions
• Occasional travel may be required for dealer support, training, or industry events

Education and Experience:

• Associate degree or equivalent combination of education and experience
• Minimum of two (2) years of experience in customer service, warranty administration, service coordination, or a related field
• Proficiency in Microsoft Office

Preferred:

• Experience in the marine, boating, RV, automotive, manufacturing, or related industries
• Knowledge of warranty claims administration and customer support processes
• Experience with ERP, CRM, or warranty management systems
• Understanding of marine systems, boat construction, and boating operations

Physical Requirements:

• Must be able to work in a non-climate-controlled environment where ambient air temperature can exceed outside air temperature occasionally
• Ability to sit, stand, and work at a computer for extended periods
• Must be able to bend at waist and knees and stand for extended periods of time
• Must be able to lift 25 pounds when necessary
• This is a safety-sensitive position

Americans with Disability Specifications

Parker Offshore LLC is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of a position, unless doing so would create an undue hardship. Parker Offshore LLC engages in an interactive process with applicants and employees to identify reasonable accommodations.

Equal Employment Opportunity Employer

Parker Offshore LLC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.