Warranty Claims Technician

About This Role

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.

About the role

• Support the Vi-US Sales Team with Customer Returns and Warranty Claims. Liaise with customers to process RGA's.
• Data management, user support, and system maintenance
• Work within our CRM to manage customer tickets and communication
• Work within our ERP system to process orders, returns, and credits.
• Provide Warranty processes with Sales team as needed and requested
• Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed
• Generate monthly statistics for RGAs, or as requested
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line
• Review product failures for warranty consideration
• Visually inspect and test returned equipment to validate failure
• Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process.
• Additional tasks as may be required by the course of business
• Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries.
• Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries.
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel.
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.
• Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promotes, when required, sells a variety of products/services to ensure business targets are met.
• Provides, when required, after-sales support for various client contracts.

Required Qualifications

• High School Diploma/GED with 2+ years of experience in warranty claims processing or hydronics

OR

• Associates Degree with 1+ years of experience in warranty claims processing or hydronics

Preferred Qualifications

• Bachelor's Degree
• SAP knowledge
• Technical courses in Plumbing, Heating, and Controls, or a related discipline.
• Excellent verbal and written communication skills
• Strong analytical thinking and problem-solving abilities
• Experience in Microsoft Office, especially Excel
• Self-motivated, reliable, strong organizational skills
• Show up to work on time and completing each shift
• Maintain assigned break and lunch schedules

Pay Range

The annual salary for this position is between $53,000.00 - $106,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements.

Employees are eligible for benefits, including

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.