Service Support Specialist I

Jobtailor; Duluth (MN); On-site; USD 42,000 - 64,000; Full time

Job summary

Jobtailor is seeking an experienced after-sales support professional in Minnesota to manage warranty claims, assist customers via phone and email, and coordinate with internal teams for quick resolutions.

The role emphasizes problem-solving, strong communication, and teamwork, with exposure to SAP ERP systems and SharePoint workflows. A fast-paced environment offers room for process improvements and growth.

Qualifications

• High school diploma or equivalent required or similar
• Associate degree in administration, electrical, electronics, or related field preferred
• Experience in post-sales operations desired
• Proven problem-solving and customer service skills required
• Excellent communication, interpersonal and organizational skills
• Strong time-management and detail orientation
• Ability to handle daily workload in a fast-paced environment
• Proficiency with business tools including SharePoint, MS Teams, and Windows OS
• Experience with SAP or other ERP systems preferred
• Analytical and negotiation abilities
• Team-oriented with collaboration across departments
• 2+ years of related experience

Responsibilities

• Provide after-sale support to customers via daily incoming requests (phone and email)
• Take ownership of customer issues throughout the resolution process
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and related inquiries
• Provide technical documentation and warranty eligibility information on products and services
• Receive and manage incoming calls and emails from a general inbox as well as a personal company email account
• Analyze warranty data and determine accuracy by failure type and warranty period
• Process and submit service complaints to generate cases for the Service Engineering team
• Receive, evaluate, and process no-fault warranty claims
• Identify quality failures using defect classification manuals
• Collaborate with internal departments to resolve customer complaints
• Provide status updates on open warranty claims to customers and service shops
• Process reimbursements (credits and replacements) to customers per warranty considerations
• Train new employees on team assignments and processes
• Work on projects to streamline processes within the Service Department
• Perform other administrative duties as assigned

Skills

After-sale support

Warranty claim analysis

Customer service

Problem-solving

Communication skills

Education

High school diploma or equivalent

Associate degree in administration, electrical, electronics, or related field

Tools

SharePoint

MS Teams

Windows OS

SAP ERP

Job description

Responsibilities

• Provide after-sale support to customers via daily incoming requests (phone and email)
• Take ownership of customer issues throughout the resolution process
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and other related inquiries
• Provide technical documentation and warranty eligibility information on products and services
• Receive and manage incoming calls and emails from a general inbox as well as a personal company email account
• Analyze warranty claim data and determine accuracy by failure type and warranty period
• Process and submit service complaints into the system to generate cases for the Service Engineering team
• Receive, evaluate, and process no-fault (NF) warranty claims
• Identify quality failures using quality defect classification manuals
• Collaborate with various internal departments to resolve customer complaints
• Provide status updates on open warranty claims to customers and service shops
• Process reimbursements (credits and replacements) to customers in accordance with warranty considerations
• Train new employees on team assignments and processes
• Work on projects that help streamline processes within the Service Department
• Perform other administrative duties and tasks as assigned

Core Competencies

Demonstrates expertise in after-sale support, warranty claim analysis, and customer service, with strong problem-solving and communication skills. Proficient in managing customer inquiries and collaborating with internal teams to enhance service processes.

Requirements

• High school diploma or equivalent required
• Associate degree in administration, electrical, electronics, or a related field desired
• Experience working in post-sales operations preferred
• Problem‑solving and customer service experience required
• Excellent communication, interpersonal, and organizational skills
• Strong time‑management skills and attention to detail
• Ability to manage daily workload effectively and take initiative in a fast‑paced environment
• Proficiency with business tools including SharePoint, MS Teams, and Windows Operating Systems required
• Experience with SAP or other ERP systems preferred
• Analytical and negotiation abilities
• Ability to work collaboratively in a highly dynamic, team‑oriented environment with continuous challenges
• 2+ years of related experience