Field Services & Warranty Administrator

Associated Materials Innovations; Ohio; On-site; USD 42,000 - 65,000; Full time

Job summary

Associated Materials Innovations is seeking a Siding Warranty and Field Service Administrator to manage bids from contractors and dealers for approved siding claims, assist the warranty team with follow-ups, and coordinate large siding claims. This role requires handling communications with homeowners, distributors, contractors, and internal AMI staff.

The position involves processing, filing, and ordering materials, while maintaining records in Salesforce CRM and Docuware.

Qualifications

• High school diploma.
• Knowledge of Salesforce.com, Docuware, and AS400 experience preferred.
• Excellent oral and written communication skills.
• Ability to work in a fast-paced, high-volume environment.
• Building products industry experience preferred.
• Ability to understand and enforce warranty policy.
• Strong computer skills including Microsoft Office Suite and internet.
• Ability to prioritize multiple tasks simultaneously.
• Strong attention to detail.
• Ability to read maps.
• Ability to work independently and in team environments.

Responsibilities

• Effectively source a minimum of 1 to 3 bids from contractors to perform replacement siding work on all approved siding claims with labor.
• Track and document all progress of warranty claims in Salesforce CRM system.
• Receive all siding panel samples that arrive at corporate office, log their receipt in the Salesforce CRM system, and ship them to the appropriate parties.
• Log incoming mail pertinent to siding claims and scan all documents to Docuware document management system.
• Learn and maintain working knowledge of warranty coverage and warranty documents.
• Learn Associated Materials siding products and basic installation practices and procedures.
• Communicate with homeowners, distributors, and contractors on claims and field service process.
• Regular communication with Warranty Manager, corporate Warranty Services department, and warranty call center.
• Ability to manage multiple priorities and meet deadlines in high-volume processing department.
• Ability to follow-up and drive closure to claim execution in support of customer commitments.
• Ability to work cohesively within a strong team environment and support teammates at all levels.
• Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally.
• Other duties as assigned.

Skills

Communication

Attention to detail

Multitasking

Team collaboration

Microsoft Office proficiency

Education

High school diploma

Tools

Salesforce.com

Docuware

AS400

Job description

Join the Associated Materials Innovations team at Associated Materials, LLC, and be AMazing with us!

At Associated Materials Innovations, we combine our rich history in innovation with an unwavering commitment to continuous improvement of the customer experience. For decades, we have provided vinyl windows, siding, and metal building products that have helped build homes and communities across North America.

As a leading manufacturer of exterior building products and preferred product manufacturer for Alside, you'll have the opportunity to contribute ideas in a welcoming and supportive work environment driven by safety and our core values. Join the AMI team where you can be AMazing as we shape our future together.

Position Summary

The Siding Warranty and Field Service Administrator is responsible for seeking bids from contractors and dealers to replace metal and vinyl siding products for approved claims, assisting the siding warranty team with following up on outstanding service work, as well as project coordination on large siding claims. Position will additionally assist the siding warranty team with filing, processing, and ordering any materials necessary for siding warranty claims. The position requires the handling of all communication surrounding those claims including correspondence with contractors, distributors, homeowners, and internal Associated Materials employees.

Objectives

• Work with contractors to ensure the labor responsibility of all approved siding claims is executed and met in timely manner


• Source and maintain contractor resources


• Identify and coordinate warranty resolutions with service providers and homeowners


• Work alongside siding warranty team to effectively maintain timely resolution on all siding claims


• Appropriately handle escalations/complaints to management

Responsibilities

• Effectively source a minimum of 1 to 3 bids from contractors to perform replacement siding work on all approved siding claims with labor


• Track and document all progress of warranty claims in Salesforce CRM system


• Receive all siding panel samples that arrive at corporate office, log their receipt in the Salesforce CRM system, and ship them to the appropriate parties


• Log incoming mail pertinent to siding claims and scan all documents to Docuware document management system


• Learn and maintain working knowledge of warranty coverage and warranty documents


• Learn Associated Materials siding products and basic installation practices and procedures


• Communicate with homeowners, distributors, and contractors on claims and field service process


• Regular communication with Warranty Manager, corporate Warranty Services department, and warranty call center


• Ability to manage multiple priorities and meet deadlines in high-volume processing department


• Ability to follow-up and drive closure to claim execution in support of customer commitments


• Ability to work cohesively within a strong team environment and support teammates at all levels


• Ability to communicate, both written and verbal with customers, internal organizations across AMI cross functionally


• Other duties as assigned.

Required Education, Skills & Experience

• High school diploma


• Knowledge of SalesForce.com, Docuware, and AS400 experience preferred


• Excellent oral and written communication skills


• Ability to work in a fast-paced, high-volume environment


• Building products industry experience preferred


• Ability to understand and enforce warranty policy


• Strong computer skills including Microsoft Office Suite and internet


• Ability to prioritize multiple tasks simultaneously


• Strong attention to detail


• Ability to read maps


• Ability to work independently and in team environments


• The atmosphere is that of an office environment where sitting for prolonged periods of time is critical. Frequent use of company communication devices is required such as a computer, phone, and other office electronics.

About Us

When you join AMI, you are part of a leading North American manufacturing business of vinyl windows, cladding, metal siding, trim and other essential exterior building products for residential, light commercial and multifamily projects. In 2022, we introduced our composite cladding system, a first-of-its-kind solution featuring exclusive (GP) 2 technology. Headquartered in Cuyahoga Falls, Ohio, AMI is part of Associated Materials, LLC, which owns and operates multiple manufacturing facilities in North America including a distribution center.

Associated Materials Innovations ... Building Products Better

Associated Materials, LLC, provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, ancestry, age, disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance. We also make reasonable accommodations for disabled employees and applicants, as required by law.

Additional Information

The actual wage offered to the successful candidate will be based on multiple factors, including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.