Warranty & Service Support Specialist

Weg industrias de Venezuela, c.a.; Duluth (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

WEG Electric Corp. is seeking a Service Support Specialist I to support internal teams and customers with warranty and post-sales inquiries. You will manage no-fault warranty claims, service-related questions, and collaboration with a cross-functional team to ensure timely resolutions.

Ideal candidates have 2+ years in post-sales operations, strong communication, problem-solving, and proficiency with SharePoint, SAP or ERP systems, and MS Teams in a fast-paced environment.

Qualifications

• Experience in post-sales operations preferred.
• Problem-solving and customer service experience required.
• Excellent communication, interpersonal and organizational skills.
• Strong time management and attention to detail.
• Ability to manage daily workload in a fast-paced environment.
• Experience with SAP or other ERP systems preferred.
• Analytical and negotiation abilities.
• Ability to work collaboratively in a dynamic, team-oriented environment.

Responsibilities

• Provide after-sale support to customers via daily incoming requests (phone and email).
• Take ownership of customer issues throughout the resolution process, ensuring customer satisfaction.
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and other inquiries.
• Provide technical documentation and warranty eligibility information on products and services.
• Receive and manage incoming calls and emails from a general inbox and a personal company email.
• Analyze warranty claim data and determine accuracy by failure type and warranty period.
• Process and submit service complaints to generate cases for the Service Engineering team.
• Receive, evaluate, and process no-fault warranty claims; verify information for accuracy.
• Identify quality failures using defect classification manuals.
• Collaborate with internal departments to resolve customer complaints.
• Provide status updates on open warranty claims to customers and service shops.
• Process reimbursements (credits and replacements) per warranty considerations.
• Train new employees on team assignments and processes.
• Collaborate with other branches on quality data and reimbursements.
• Work on projects to streamline Service Department processes.
• Perform other administrative duties as assigned.

Skills

Post-sales support

Customer service

Communication

Time management

Work prioritization

SharePoint/MS Teams/Windows

SAP/ERP

Analytical skills

Team collaboration

Education

High school diploma

Associate degree in admin/electrical/electronics

Tools

SAP ERP

SharePoint

MS Teams

Windows OS

Job description

WEG Electric Corp. is seeking a Service Support Specialist I to support internal teams and customers with warranty and post-sales inquiries. You will manage no-fault warranty claims, service-related questions, and collaboration with a cross-functional team to ensure timely resolutions.

Ideal candidates have 2+ years in post-sales operations, strong communication, problem-solving, and proficiency with SharePoint, SAP or ERP systems, and MS Teams in a fast-paced environment.