Warranty Claims & Resolution Specialist

ABB Inc.; South Carolina; On-site; USD 60,000 - 80,000; Full time

Job summary

ABB is seeking a qualified professional in the United States to support end-to-end resolution of post-sale customer requests within the ELSE division. You will collaborate with Sales, Operations, and internal teams to address warranty products and disputes while analyzing trends to drive continuous improvement.

The role reports to the Quality Manager and requires 2–3 years in Customer Service in Quality/Engineering, along with SAP experience and 8D quality tools knowledge.

Qualifications

• Bachelor's degree in industrial or electrical engineering.
• 2–3 years in customer service in quality or engineering.
• SAP experience required; 8D quality tools knowledge; problem-solving mindset.

Responsibilities

• Ensures the resolution of post-sale customer requests/complaints/disputes, in coordination with Sales, Operations, and other internal and/or external teams.
• Tracks any disputes that arise and proactively coordinates with the necessary functions to ensure faster resolution.
• Works with the manager in providing appropriate solution for customer claims, coordinates with the related teams to ensure complete handling of the complaints and/or disputes, and ensures containment actions, returns, credits, and/or debits are processed.
• Collects and archives the documentation regarding requests/claims/disputes within the target timeline and ensures all outcomes/actions are recorded and closed in the systems within their scope of responsibility.
• Report and follow up on KPIs related to warranty costs and customer complaints.
• Analyzes trends within the claims process to highlight any repetitive failures to further support continuous improvement.

Skills

Customer Service

8D Problem Solving

Data Analysis

Team Collaboration

SAP

Education

Bachelor's Degree Industrial Engineer

Bachelor's Degree Electrical Engineer

Job description

ABB is seeking a qualified professional in the United States to support end-to-end resolution of post-sale customer requests within the ELSE division. You will collaborate with Sales, Operations, and internal teams to address warranty products and disputes while analyzing trends to drive continuous improvement.

The role reports to the Quality Manager and requires 2–3 years in Customer Service in Quality/Engineering, along with SAP experience and 8D quality tools knowledge.