Warranty Support Coordinator
2 weeks ago
Job Type
Full-time
Description
Company Overview
Ipsen is committed to maintaining a Drug-Free Workplace.
Position Summary
The Warranty Support Coordinator plays a crucial role in assisting the Warranty department. This position involves providing exceptional support to clients by managing inquiries through various communication channels, collaborating with internal teams to facilitate repairs, and ensuring prompt assistance for our clients and their equipment.
Key Responsibilities
- Serve as the main point of contact for current clients, working closely with internal teams to resolve issues or fulfill product and service requirements alongside regional service managers.
- Process warranty replacement parts orders for procurement or in-house assembly to guarantee the fastest delivery to the client’s location.
- Review warranty documentation to assess if failures qualify for warranty coverage based on the sales terms, generating necessary paperwork to prevent charges for replacement parts or assemblies.
- Prioritize and expedite urgent warranty orders to ensure clients receive the quickest response possible.
- Examine all in-warranty field service expense reports and time logs to ensure proper allocation of expenses to warranty accounts as needed.
- Compile and generate monthly, quarterly, and annual reports on warranty expenditures.
- Provide administrative assistance to the Quality Assurance Engineer as required.
- Evaluate Return Material Authorization (RMA) requests and issue RMAs to requestors as necessary.
- Close RMA requests upon receipt of returned items.
Knowledge, Skills, and Abilities
- Proficient in advanced computer skills, particularly with Microsoft Office.
- Familiarity with ERP and CRM systems such as Salesforce or Syteline is preferred.
- Understanding of vacuum furnace components, including electrical and mechanical systems, is advantageous.
- Ability to utilize industry-specific software to accurately identify components for warranty orders.
- Demonstrated attention to detail and urgency in preparing warranty orders accurately and promptly.
- Capability to manage multiple tasks, prioritize effectively, and adapt to changing business needs within a team setting.
- High School Diploma or equivalent is required; an Associate's degree or advanced training/certification is strongly preferred.
- A minimum of 1 year of relevant administrative support experience is required, ideally in an industrial or manufacturing context.
- Experience in a field service or warranty environment is preferred.
- Familiarity with Salesforce and/or Syteline ERP systems is preferred.
The demands outlined are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
1. Regularly required to sit and utilize hand and finger dexterity.
2. Occasionally required to stand, walk, and reach with hands and arms.
3. Occasionally required to lift up to 10-20 pounds.
4. Regularly requires close vision, hearing, and verbal communication.
5. Exposure to moderate noise levels in the office environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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