Warranty Claims Specialist

Carrier Global Corporation (old); Warwick (RI); On-site; USD 79,000 - 158,000; Full time

Job summary

Carrier Global Corporation is seeking a seasoned Customer Service professional to resolve complex warranty inquiries, manage returns and RGAs, and support the sales team with data-driven insights. The role maintains databases, advises on issue prevention, and updates procedures to improve service processes.

Responsibilities include handling warranty claims, process optimization, and collaboration with supply chain to ensure timely resolutions and customer satisfaction.

Qualifications

• High School Diploma or GED with 2+ years in warranty processing or hydronics.
• Associates degree with 1+ year in warranty processing or hydronics.
• Preferred: Bachelor's degree and SAP knowledge.

Responsibilities

• Support the Vi‑US Sales Team with Customer Returns and Warranty Claims; liaise with customers to process RGAs.
• Data management, user support, and system maintenance.
• Manage customer tickets and communication within CRM; process orders, returns, and credits in ERP.
• Provide warranty processes with Sales and training to 3rd‑party reps and wholesale partners.
• Generate monthly RGAs statistics; monitor trends and report to Supply Chain.
• Respond to calls and emails; resolve moderately complex inquiries and document interactions.
• Assist in expediting shipments with production, sales, shipping, and warehouse teams.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Excel

Organizational skills

Punctuality

Education

High School Diploma/GED

Associates Degree

Bachelor’s Degree

Tools

SAP

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting‑edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world‑class, inclusive workforce that puts the customer at the center of everything we do.

About This Role

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. The role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities, and updates procedures to improve Customer Service processes.

Job Description

• Support the Vi‑US Sales Team with Customer Returns and Warranty Claims. Liaise with customers to process RGA’s.
• Data management, user support, and system maintenance
• Work within our CRM to manage customer tickets and communication
• Work within our ERP system to process orders, returns, and credits.
• Provide Warranty processes with Sales team as needed and requested
• Provide Simplified Warranty process training to 3rd‑party reps and wholesale partners, as needed
• Generate monthly statistics for RGAs, or as requested
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line
• Review product failures for warranty consideration
• Visually inspect and test returned equipment to validate failure
• Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process.
• Additional tasks as may be required by the course of business
• Works independently to confer with customers who contact the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries.
• Responds independently to call or email customers to provide follow‑up on difficult to moderately complex inquiries.
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance with established procedures, and when required, redirects queries to appropriate department or personnel.
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promotes, when required, sells a variety of products/services to ensure business targets are met.
• Provides, when required, after‑sales support for various client contracts.

Required Qualifications

• High School Diploma/GED with 2+ years of experience in warranty claims processing or hydronics
• Associates Degree with 1+ years of experience in warranty claims processing or hydronics

Preferred Qualifications

• Bachelor’s Degree
• SAP knowledge
• Technical courses in Plumbing, Heating, and Controls, or a related discipline.
• Excellent verbal and written communication skills
• Strong analytical thinking and problem‑solving abilities
• Experience in Microsoft Office, especially Excel
• Self‑motivated, reliable, strong organizational skills
• Show up to work on time and complete each shift
• Maintain assigned break and lunch schedules

Pay Range

The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short‑term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short‑term and long‑term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax‑Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.