Senior Warranty Services Coordinator

ADP, Inc.; Knoxville (TN); On-site; USD 58,000 - 68,000; Full time

Benefits offered by this job

PTO

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Job summary

Explore Industries in Knoxville, TN is seeking a Senior Warranty Services Coordinator to act as a key customer advocate, coordinating warranty and aftersales inquiries from review to resolution. You will lead field service activity coordination, maintain proactive communication with dealers and customers, and drive improvements in our service experience.

This role emphasizes attention to detail, relationship-building, and driving issues to closure to support fiberglass pool products in the

Qualifications

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• 3–5 years of experience in customer service, warranty administration, or related roles in manufacturing/consumer products.
• Knowledge of swimming pool industry and/or composite products is a plus.

Responsibilities

• Represent the company in warranty and repair discussions with customers and dealers.
• Review inquiries to determine warranty coverage and next steps.
• Schedule and coordinate field service work orders with technicians.
• Communicate progress, timelines, and resolutions to dealers and customers.
• Collaborate with sales, customer service, operations, and legal on claims and critical situations.
• Ensure accurate invoicing of aftersales repairs and maintain documentation.
• Track metrics on claim volume, turnaround time, and customer satisfaction.
• Promote safety and compliance with OSHA and EPA standards.

Skills

Excellent communication

Organizational / analytical skills

Excel and Word proficiency

Emotional intelligence

Customer-focused mindset

Education

Bachelor’s degree or equivalent

Tools

Microsoft Excel

Microsoft Word

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Warranty Services Coordinator

Field Service Full Time Clerical Knoxville, TN, Knoxville, TN, US

2 days ago Requisition ID: 1301

Salary Range: $58,000.00 To $68,000.00 Annually

Senior Warranty Services Coordinator

Location: Knoxville, Tennessee Corporate Island Campus and Manufacturing Center(2901 Leisure Island Way, Knoxville, TN 37914)

Welcome to Explore Industries!

At Explore Industries, we're more than just a global leader in fiberglass swimming pool design and manufacturing-we're a team driven by respect, integrity, and innovation. We believe in empowering our employees, fostering collaboration, and delivering top-quality products that set industry standards.

We are seeking a Senior Warranty Services Coordinator to join our Knoxville, TN team, serving as a vital customer-facing link that ensures outstanding support, efficient claim resolution, and high levels of satisfaction for our dealers and end customers.

Job Summary

As a Senior Warranty Services Coordinator, you'll be a key customer advocate and operational problem-solver within our Field Services & Warranty function. You'll assist with ownership of warranty and aftersales inquiries from initial review through resolution, coordination of field service activities, communicate proactively with dealers and customers, and contribute to process improvements that elevate our service experience. This role is ideal for a detail-oriented professional who thrives on building relationships, driving issues to closure, and supporting the success of our fiberglass pool products in the marketplace.

• Represent Explore Industries in all customer-facing warranty and repair discussions, setting clear expectations and building trust.
• Review incoming customer and dealer inquiries to determine warranty coverage versus aftersales repair, and initiate appropriate next steps.
• Schedule, coordinate, and support the execution of field service work orders with technical staff.
• Communicate regularly with dealers and customers on progress, timelines, and resolution status.
• Collaborate with internal teams (sales, customer service, operations, and legal) on claim analysis, disposition, and critical situations.
• Ensure accurate invoicing of aftersales repairs and maintain thorough documentation.
• Track and report on key metrics related to claim volume, turnaround time, and customer satisfaction.
• Promote a safe work environment and compliance with applicable OSHA and EPA standards.

What We’re Looking For

Education & Experience

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• Minimum of 3-5 years of experience in customer service, warranty administration, technical support, or a related role within manufacturing, consumer products, pool industry, or composite materials.
• Knowledge of the swimming pool industry and/or composite products is a strong plus.

Skills & Qualifications

• Excellent written and verbal communication skills with the ability to manage expectations and build trusting relationships with customers and dealers.
• Strong organizational, analytical, and problem-solving abilities; comfortable prioritizing multiple issues and driving them to resolution.
• Proficient in Microsoft Excel and Word; ability to track data and generate clear reports.
• High emotional intelligence and interpersonal skills; thrives in a fast-paced, customer-focused environment.
• Customer-focused mindset with a commitment to continuous improvement and exceptional service outcomes.

Compensation:

• Salary Range: $58,000 - $68,000 annually
• Actual compensation will be based on experience and current job-related skills.

Benefits & Additional Compensation

Eligible employees may receive access to the following benefits and programs, subject to plan terms and eligibility requirements:

• Generous Paid Time Off (PTO) and paid holidays
• 401(k) with company match
• Medical, dental, and vision insurance options
• Optional life and disability insurance
• Potential access to other incentives or compensation programs based on role and company policy.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.