Warranty & Incident Analyst

MT GROUP; Murcia; On-site; EUR 22,000 - 30,000; Full time

Job summary

MT GROUP in Spain is seeking an After-Sales Technician to manage customer incidents from opening to closure, perform technical analyses, and coordinate with Sales, Logistics, Warehouse, Quality and Engineering to resolve cases efficiently.

You will document evidence, prepare technical reports, and communicate clearly with customers while meeting defined SLAs. A technical background in customer service with data analysis is required.

Qualifications

• Bachelor's degree or vocational qualification in customer service with technical skills.
• At least 1 year’s experience in after-sales or customer service (handling incidents, complaints or warranty claims).
• Ability to carry out technical analysis of incidents to identify their cause (no need to carry out repairs).

Responsibilities

• Receive incidents reported by customers and monitor them from opening to closure.
• Conduct a technical analysis of each case using evidence (photos, videos, serial numbers, product history) to identify the cause.
• Forward cases requiring repair to the repairs owner with necessary analysis and documentation and monitor until closed.
• Propose a resolution for each case (repair, replacement or refund) per defined warranty criteria.
• Document evidence (photos, reports, serial numbers) and ensure full traceability of each case.
• Draft technical reports for customers and manufacturers where necessary.
• Provide support to customers and the sales team with clear, empathetic, solution-focused communication.
• Explain the diagnosis and solution in language the customer can understand.
• Provide updates on case status and meet SLAs and response times.
• Coordinate with Logistics and Warehouse to arrange collections, dispatches, restocking and spare parts.
• Refer cases requiring in-depth technical analysis to Quality and Engineering and follow up until resolution.
• Manage returns, spare parts orders and stock movements in SAP.
• Analyse incident data to identify trends, root causes and costs and report findings to After-Sales Manager and Quality.
• Propose improvements to products, packaging, instructions for use and after-sales procedures.
• Prepare regular analysis reports and KPIs for the After-Sales Manager.

Skills

Incident analysis

Data analysis

SAP

Customer service

Communication

Education

Bachelor's degree or vocational qualification in customer service with technical skills

Tools

SAP

Job description

MT GROUP in Spain is seeking an After-Sales Technician to manage customer incidents from opening to closure, perform technical analyses, and coordinate with Sales, Logistics, Warehouse, Quality and Engineering to resolve cases efficiently.

You will document evidence, prepare technical reports, and communicate clearly with customers while meeting defined SLAs. A technical background in customer service with data analysis is required.