Warranty Support

ADP, Inc.; Winslow (ME); On-site; USD 50,000 - 55,000; Full time

Job summary

Alcom is seeking a Warranty Support specialist in Winslow, ME to manage timely processing of warranty claims and maintain strong dealer relations.

You will collaborate with Sales, Production and Quality teams, evaluate claims, document outcomes and communicate updates to dealers.

The role requires a four-year business degree and customer service focus, with a structured, detail-oriented approach to warranty policy and procedures.

Qualifications

• Bachelor's degree in business preferred.
• Experience in warranty and repairs management preferred.
• Strong professional image and customer service mindset.
• Ability to maintain a customer-focused approach and positive outcomes.
• Excellent customer service, computer and time management skills.
• Excellent follow-up timing and oral/written communication skills.
• Ability to relate to structural, mechanical, and cosmetic product expectations.

Responsibilities

• Represent the company professionally in all customer and dealer communications.
• Maintain positive relationships with peers, management, and support resources.
• Answer dealer calls related to warranty concerns and determinations.
• Evaluate claims against warranty criteria and categorize accordingly.
• Review documentation to support claims and classify appropriately.
• Correspond with dealers with timely status updates on claims.
• Follow warranty claim process and use internal experts for decisions.
• Provide dealer communications on potential fixes and instructions when applicable.
• Document warranty issues for tracking and reporting.

Skills

Business degree

Warranty admin exp

Professional image

Customer focus

Customer service

Time management

Oral/written comms

Product knowledge

Education

Bachelor's degree in business

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Warranty Support

ME - Corporate Full Time Clerical Winslow, ME, US

Salary Range: $50,000.00 To $55,000.00 Annually

POSITION:

Warranty Support

REPORTS TO:

Warranty Manager

POSITION SUMMARY:

This position is responsible for the timely processing of warranty claims while fostering and maintaining excellent business and customer relations with Alcom's dealer network. The position works within Alcom's internal support team of the Sales, Production, and Quality Departments.

FUNCTIONS AND RESPONSIBILITIES:

• Represents the Company and projects a professional image with all customer and dealer communications.
• Maintains a positive and professional working relationship with peers, Management, and support resources with a constant commitment towards teamwork and exemplary customer service.
• Answers dealer calls related to warranty concerns and considerations.
• Evaluates potential claims against warranty criteria and determines qualification and category of claim.
• May review documentation, such as pictures and descriptions of the product performance concern, assess the claim against warranty policy, and categorize appropriately.
• Corresponds timely to dealer calls and emails and provides status updates regarding response and resolution of potential warranty claims.
• Closely adheres to warranty claim process.
• Utilizes technical knowledge and understanding of trailer components and performance expectations and uses an internal network of experts to help make decisions on items of significance or uniqueness.
• Provides thorough dealer correspondence, including discussions on possible "fix" solutions, and may need to offer fix instructions.
• Writes up, categorizes, and documents warranty claim issues for tracking and reporting.
• May communicate to dealers on identified quality concerns in advance of claims.
• Follows up on open warranty claims and works towards aggressive closure.
• Approves warranty repairs with the position's authority and gains authorization from Management for repairs above the line of authority concerning parts, materials, labor, etc.
• Leads and manages the warranty process to ensure that doing business with Alcom remains a positive experience for both our dealer base and associated customer base.
• Performs related duties as needed upon request by direct supervisor or Company manager.
• Accuracy and timeliness of warranty claim inquiry responses and closure.

KNOWLEDGE, SKILLS AND ABILITIES

• Four-year college business degree preferred.
• Prior advanced level of Management and administrative experience related to warranty and repair preferred.
• Ability to maintain a professional Company image both during and off work hours.
• Ability to make reasonable and fair decisions with a favored positive customer satisfaction outcome as a goal.
• Excellent customer service, computer and time management skills.
• Excellent follow-up timing as well as oral and written communication skills.
• Ability to learn and relate to structural, mechanical, and cosmetic product expectations and performance requirements.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:

This job operates partially in an office environment and is partially sedentary, although it will require navigation of the Production floor (see below). This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets, and fax machines.

• Must be able to walk and climb in, onto, and around trailer structures.
• Occasional Standing and Walking
• Occasional Bending during the shift
• Occasional Kneeling and Climbing
• Exposure to moderate, steady, and loud noise below 85db
• Occasional exposure to slippery work surfaces
• Occasional exposure to dust, dirt, and shavings