Warranty Claims Technician

1012 Viessmann Manufacturing Company Inc.; Warwick (RI); On-site; USD 53,000 - 106,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Wellness incentives

Retirement benefits

Paid time off

Disability: short/long term

Life Insurance

Job summary

Carrier Global Corporation is seeking an experienced Customer Service professional to independently resolve complex inquiries, manage CRM tickets, and coordinate warranty and returns processes. This role supports the Vi-US Sales Team with RGAs, data maintenance, and after-sales collaboration.

Responsibilities include processing orders, returns and credits in ERP, providing warranty guidance to sales, and training 3rd party reps, with monthly RGAs statistics and trend monitoring for continuous

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

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
• 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
• 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

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. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

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
• 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.

Pay Range

The annual salary for this position is between $53,000.00 - $106,000.00 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. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

Thisposition 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

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

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 Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Use of AI Technology-enabled tools may support parts of the recruitment process, with oversight by people.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.