Warranty Lead Specialist

2 weeks ago

Toledo, United States Owens Corning Full time
PURPOSE OF THE JOB

The Customer Solutions Team has a winning aspiration of creating loyal customers and supporting growth one exceptional experience at a time.

The Warranty Lead Specialist is a key member of the Customer Solutions Team within the Roofing Marketing division. This role is crucial in assisting with warranty claims, managing escalations, and ensuring the highest quality of service. The Warranty Lead Specialist will serve as a resource for the entire Warranty Team and directly lead a small team within the organization. We are looking for a proactive leader who can mentor team members, handle complex inquiries, and maintain accountability within the warranty process. Building strong partnerships with Manufacturing Quality and our Technical Leadership team is essential to ensure alignment on claim dispositions. Occasionally, direct involvement in resolving escalated claims will be necessary.

In this role, the Lead Specialist will be responsible for addressing inquiries from internal and external stakeholders, assisting with claim escalations, driving quality initiatives, monitoring overall activity, and helping the team achieve its key metrics.

Reports to: Warranty Team Leader, Customer Solutions Team

Span of Control: People, 4 direct reports

JOB RESPONSIBILITIES

Customer-Centric Approach
  • Conduct quality audits (phone and system) across the team and provide coaching sessions as needed.
  • Serve as a liaison for escalated customer issues.
  • Perform comprehensive audits of the entire claim process to understand and improve the customer experience.
  • Offer guidance to internal and external partners on claim processes and inquiries.
Warranty Processes
  • Collaborate with the Warranty Team Leader and across the Warranty organization to ensure seamless operations.
  • Facilitate training sessions for both current and new employees.
Collaboration
  • Act as the primary point of contact in the leader's absence for any issues or concerns.
  • Reinforce the leadership strategy throughout the team.
  • Work collaboratively with others to achieve and exceed organizational goals.
  • Build strong connections with the sales team to enhance efficiency and maintain trust.
  • Proactively propose solutions that benefit the entire organization.
  • Foster a supportive and collaborative team environment.
Leadership
  • Cultivate an environment where talent is nurtured through effective performance management and talent evaluation.
  • Invest in the growth and development of direct reports and talent within the organization.
  • Promote and embrace diversity within the team.
  • Consistently demonstrate OC Values (Caring, Curious, Collaborative, Committed).
  • Engage in continuous personal development.
  • Develop and prepare succession candidates.
  • Provide timely recognition for performance.
  • Ensure each role has clear expectations, challenging objectives, and development opportunities.
Process Adherence and Improvement
  • Ensure the Warranty Team adheres to standard work processes, promoting a thorough understanding of new procedures from Specialists to Agents.
  • Collaborate with the Warranty Champion and Process Leads to drive efficiencies and eliminate waste, offering support and guidance.
  • Identify and address the root causes of problems, implementing effective solutions.
Data-Driven Insights
  • Assist with monthly reporting on warranty claim volumes and trends.
  • Analyze quality data to identify trends and opportunities for improvement.
  • Evaluate performance metrics and drive continuous improvements.
  • Extract insights from data and metrics, managing change to enhance processes.
JOB REQUIREMENTS

Minimum Qualifications:
  • Bachelor's degree preferred.
  • Prior people leadership experience preferred.
  • Minimum 3-5 years of experience in a warranty, quality, or customer service lead role.
Experience:
  • Customer service
  • Dispute resolution
  • Negotiation skills
  • Managing daily operations
  • Claim handling/complaint resolution
Knowledge, Skills & Abilities:
  • Customer service oriented
  • Strong organizational skills
  • Project management
  • Strong problem-solving skills
  • General business acumen
  • Proficient at multi-tasking
  • Ability to identify, act on, and lead continuous improvement efforts
  • Demonstrates leadership capabilities
  • Understands change management
  • Ability to coach/mentor to improve the performance of others
  • Applies analytics to make decisions
  • Detail oriented
  • Strong written and verbal communication skills
  • Ability to work at a fast pace with accuracy
  • Works well in a team environment
  • Technical acumen
  • Proficient in the use of Microsoft Office (Excel, Word)
  • General business acumen


#LI-TF1
#LI-Hybrid

About Owens Corning

Masonite is now proudly part of Owens Corning. Owens Corning is a global building and construction materials leader committed to building a sustainable future through material innovation. Our four integrated businesses - Roofing, Insulation, Doors, and Composites - provide durable, sustainable, energy-efficient solutions that leverage our unique material science, manufacturing, and market knowledge to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders, and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2023 sales of $9.7 billion. For more information, visit www.owenscorning.com.

Owens Corning is an equal opportunity employer.

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