Warranty Claims Technician

Carrier; Island (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

Carrier is seeking a seasoned Customer Service professional to resolve complex inquiries and manage warranties. The role maintains databases, recommends process improvements, and supports sales with RGAs and warranty analysis.

Responsibilities include CRM/ERP tasks, training, monthly KPI reporting, and collaboration with Supply Chain to address trends and product issues. Excellent communication and data skills are essential.

Qualifications

• High school diploma or GED with 2+ years warranty claims processing experience.
• Associates degree with 1+ years in warranty or hydronics preferred.
• Bachelor’s degree is a plus.
• Strong verbal and written communication abilities.
• Proficient in Excel and MS Office; SAP knowledge is a plus.

Responsibilities

• Support the Vi-US Sales Team with returns and warranty claims; liaise with customers to process RGAs.
• Data management, user support and system maintenance.
• Manage customer tickets in CRM and process orders/returns in ERP.
• Provide warranty processes with Sales and train 3rd party reps on simplified warranty processes.
• Generate monthly RGAs statistics and monitor trends with Supply Chain.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Education

High School Diploma/GED

Associates Degree

Bachelor’s Degree (preferred)

Tools

Excel

Microsoft Office

SAP

Job description

About This Role

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of 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 contacts 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 to 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, when required, 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

OR

• 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 completing each shift


• Maintain assigned break and lunch schedules