Warranty Customer Care Representative

USTBC ABB Installation Products Inc.; New Berlin (WI); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

New Berlin, WI location

Job summary

ABB is seeking a Warranty Claims Specialist in New Berlin, Wisconsin. You will support customers, channel partners, service providers and internal teams from initiation to closure of warranty cases, including repairs, replacements and labor authorizations, following ABB procedures.

You will coordinate documentation, fulfillment and issue resolution across ABB's Drive Products and related portfolios, communicating status clearly to customers and stakeholders while maintaining accurate case

Qualifications

• High school diploma or GED required; 3+ years in customer service preferred.
• Clear English communication with customers and internal teams, written and spoken.
• Attention to detail; capability to juggle multiple cases with cross-functional teams.
• Experience with ERP/order-management systems; Salesforce, SAP or Power BI a plus.

Responsibilities

• Review, document and manage warranty cases from handoff through closure; process claims, repair and replacement requests, and labor authorizations per ABB procedures.
• Keep customers, distributors and internal stakeholders informed about case status and next steps with clear, timely communication.
• Create and follow up on warranty and return orders; coordinate with shipping, production, purchasing and suppliers to track fulfillment, returns and repair or failure-analysis activities.
• Work with Technical Support, Engineering, Quality and other teams to resolve issues, maintain accurate case records and flag recurring issues or process-improvement opportunities.

Skills

Customer Service

English

Attention to detail

ERP systems

Cross-functional

Education

High School diploma/GED

Tools

Salesforce

SAP

Power BI

Job description

At ABB , we help industries run leaner and cleaner-and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to: Warranty Team Lead

In this role, you'll help run what runs the world by supporting customers through warranty claims from initiation to closure. You'll be a point of contact for customers, channel partners, service providers and internal teams on warranty questions, repairs, replacements and labor authorizations. You'll coordinate documentation, fulfillment and issue resolution across ABB's Motion Drive Products, High Power and Services portfolios for products sold by the USA Division.

The work model for the role is: Hybrid, New Berlin, Wisconsin.

Your role and responsibilities:

• Review, document and manage warranty cases from handoff through closure; process claims, repair and replacement requests, and labor authorizations in line with ABB procedures.
• Keep customers, distributors and internal stakeholders informed about case status and next steps, providing clear and timely service.
• Create and follow up on warranty and return orders; coordinate with shipping, production, purchasing and suppliers to track fulfillment, returns and repair or failure-analysis activities.
• Work with Technical Support, Engineering, Quality and other teams to resolve issues, maintain accurate case records and flag recurring issues or process-improvement opportunities.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role:

• High school diploma or GED required and 3+ years of experience in customer service required. Experience in warranty role preferred.
• Ability to communicate clearly in English with customers and internal teams, both verbally and in writing.
• Attention to detail, ability to organize multiple cases, and comfort working with cross-functional teams.
• Computer literacy and familiarity with an ERP or order-management system; experience with Salesforce, SAP or Power BI is a plus.
• Familiarity with variable frequency drives, motors, PLCs or industrial electrical products is a plus.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

More about us

ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety.

What's in it for you

We want you to bring your full self to work - your ideas, your energy, your ambition. You'll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.

ABB is an Equal Employment Opportunity and affirming Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their - sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and affirming Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail] . Resumes and applications will not be accepted in this manner.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on 'Candidate/Guest' to learn more

Health, Life & Disability

Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (wit