Service Support Specialist I

Weg industrias de Venezuela, c.a.; Duluth (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

WEG Electric Corp. is seeking a Service Support Specialist I to support internal teams and customers with warranty and post-sales inquiries. You will manage no-fault warranty claims, service-related questions, and collaboration with a cross-functional team to ensure timely resolutions.

Ideal candidates have 2+ years in post-sales operations, strong communication, problem-solving, and proficiency with SharePoint, SAP or ERP systems, and MS Teams in a fast-paced environment.

Qualifications

• Experience in post-sales operations preferred.
• Problem-solving and customer service experience required.
• Excellent communication, interpersonal and organizational skills.
• Strong time management and attention to detail.
• Ability to manage daily workload in a fast-paced environment.
• Experience with SAP or other ERP systems preferred.
• Analytical and negotiation abilities.
• Ability to work collaboratively in a dynamic, team-oriented environment.

Responsibilities

• Provide after-sale support to customers via daily incoming requests (phone and email).
• Take ownership of customer issues throughout the resolution process, ensuring customer satisfaction.
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and other inquiries.
• Provide technical documentation and warranty eligibility information on products and services.
• Receive and manage incoming calls and emails from a general inbox and a personal company email.
• Analyze warranty claim 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; verify information for accuracy.
• 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) per warranty considerations.
• Train new employees on team assignments and processes.
• Collaborate with other branches on quality data and reimbursements.
• Work on projects to streamline Service Department processes.
• Perform other administrative duties as assigned.

Skills

Post-sales support

Customer service

Communication

Time management

Work prioritization

SharePoint/MS Teams/Windows

SAP/ERP

Analytical skills

Team collaboration

Education

High school diploma

Associate degree in admin/electrical/electronics

Tools

SAP ERP

SharePoint

MS Teams

Windows OS

Job description

Career Opportunities with WEG - A First Class Company!

Founded in 1961, WEG is recognized as one of the largest electric machine manufacturers in the world. WEG employs over 47,000 people around the globe and offers a diversified and integrated product line, with sales to more than 135 countries worldwide. Our U.S. operations are growing at an impressive rate and we're looking for talented individuals to help us move forward with this aggressive growth plan. WEG offers competitive compensation, challenging and exciting career options, as well as great benefits, including paid vacation, medical, dental, vision, 401(k), flexible spending accounts, life insurance, and disability.

A Note About Applying at WEG

Over the past several years, WEG has grown through the acquisition of several industry-leading companies. While all roles are part of the WEG organization, hiring is currently managed through separate systems aligned to each business.

Please select the area that best matches your interests below. Each link will take you to the appropriate career site.

For job openings in other WEG facilities in the USA, check the list below:

About the role: WEG is hiring a Service Support Specialist I.

The Service Support Specialist plays a vital role in supporting internal team operations and serving customers by overseeing No Fault warranty claims and other post-sales inquiries for WEG products. This position is responsible for handling and resolving customer complaints with a focus on efficiency and high-quality service, ensuring prompt resolution of issues and maintaining effective communication with both customers and internal teams.

Primary Responsibilities:

• Provide after-sale support to customers via daily incoming requests (phone and email)
• Take ownership of customer issues throughout the resolution process, maintaining effective communication and attention to detail to ensure customer satisfaction
• 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, requesting additional information as needed
• Process and submit service complaints from the general inbox into the system to generate cases for the Service Engineering team
• Receive, evaluate, and process no-fault (NF) warranty claims; verify all supporting information to ensure claim accuracy and a positive customer experience
• 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
• Collaborate with other branches on quality control data and reimbursements, ensuring system and process alignment
• Work on projects that help streamline processes within the Service Department
• Perform other administrative duties and tasks as assigned

Education:

• High school diploma or equivalent required
• Associate degree in administration, electrical, electronics, or a related field desired

Knowledge/Training:

• 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

Experience:

• 2+ years of related experience

About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is located in Duluth, GA with manufacturing units in Minnesota, Indiana and Missouri with over 30 thousand employees worldwide. Visit our website to learn more: www.weg.net

We offer a pleasant work environment, competitive compensation and full benefits package.

Must be authorized to work in the United States. WEG does not offer visa sponsorship for this role.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.

WEG Electric Corp. is an Aff…? Actually it says: "All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability."

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please [e-mail] or call 678-534-4252. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Equal Opportunity Employer Veterans/Disabled