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TST- Warranty Coordinator
3 months ago
Samsung Lennox HVAC
Job Description
Job Title:
Warranty Coordinator
Department:
Technical Services, Training and Warranty
FLSA Status:
Non-Exempt
Position reports to:
Warranty & Quality Manager
Position Summary (Purpose of job):
This Warranty Coordinator will be responsible for processing complex warranty claims and registrations, part returns and quality analysis. This individual will interact closely with customers (Distributors, Dealers, Contractors, End users) to ensure friendly, effective, and efficient service is provided at each request. This individual will also provide oversight to parts return process and ensure that complex investigations are documented and closed out in a timely manner.
Key Responsibilities
%
1.
Research all complex warranty claims to ensure the outcome meets the requirements outlined in the warranty policy guidelines. Ensure timely submission of warranty payment request to accounting
20
2.
Process new product registrations
20
3.
Participate in the field/parts return process to ensure traceability of parts being returned from the field, documenting all analysis and data from various sources, and drive closure to issues in a timely manner.
20
4.
Perform monthly analysis and provide report to finance to set level for warranty reserve
20
5.
Ensure continuous improvement of employees, processes and tools within the department. Maintain high standard of operation for Quality Lab
20
100%
Minimum Job Qualifications:
Training/Education –
- Bachelor’s degree in business, or a related field or HVAC Certification
- 3-5 years of warranty customer service, project management and/or warranty account management required; HVAC product experience required.
Business Experience –
- Strong attention to detail
- Intermediate proficiency in Microsoft office, with ability to use excel or other analytics tools to perform analysis on large amount of data
- Excellent written and communication skills
- Exceptional organizational and time-management focus
- Must be a team player with impeccable honesty and integrity
- People manager experience
Specialized Knowledge/Skills –
- Proficient knowledge of managing warranty process with distributors, and dealers
- Understanding of HVAC products Ability to handle confidential information
- Ability to manage workload in a constantly changing environment
- Ability to work independently and in a team environment to achieve personal and team goals and complete assignments within established time frames
- Strong internal and external customer focus
- Exceptional Office Technology Skills (advanced knowledge of Microsoft Office Suite, including Word, Excel and PowerPoint, and business applications)
- Demonstrates knowledge and understanding of organizational policies, procedures and systems
- Strong interpersonal skills including the ability to collaborate, influence and negotiate
Working Conditions:
Environment (Office, warehouse, etc.) –
- Operate a computer keyboard, telephone and view a video display terminal more than 90% of work time.
- Visual acuity, color distinction, and numeric and character detail distinction for the analysis and preparation of statistical reports and information.
Physical Requirements (Lifting, standing, etc.) –
- Lift, move, or adjust general office equipment, boxes, or materials weighing up to 50 pounds using proper materials handling equipment and procedures.
- Occasionally work additional hours beyond normal schedule.
- Individual must possess a valid driver's license in good standing.
(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)
