Dealer Warranty Support Representative - Remote
About The Position
The Dealer Warranty Support Representative serves as an expert resource for dealers, customers, and Trane Technologies employees on warranty inquiries, claims, orders, and related support. The position handles a high volume of interactions through phone, email, text, and electronic requests, providing clear information and timely resolutions to ensure a positive warranty experience. The role reviews and processes warranty claims and orders, confirms required documentation, tracks claims and orders, and supports warranty lookups, credit status, return shipment labels, and self-service assistance. The representative stays current on Residential, Commercial, and Supply warranty policies, product and parts information, and relevant state laws. They work with customers, supply stores, warranty teams, and other internal groups to troubleshoot problems, resolve discrepancies, document resolutions, and improve standard work and warranty support practices.
Requirements
- Associate degree or equivalent preferred; 3–5 years of customer service or warranty support experience required.
- Ability to use Microsoft Office Suite, including Word, Excel, and Outlook, and other relevant software applications.
- Strong commitment to customer service and maintaining positive relationships with internal and external customers.
- Clear and effective verbal and written communication skills.
- Ability to manage multiple tasks and prioritize workload to meet customer demand.
- Ability to analyze issues, identify root causes, and implement effective solutions.
- Familiarity with company products and services and ability to understand technical specifications and requirements.
- Strong attention to detail when capturing customer information, managing claim data, processing claims, and handling orders across multiple applications.
- Ability to collaborate effectively with cross-functional groups and demonstrate strong interpersonal skills and active participation.
- Ability to adapt to changing processes, policies, and technologies.
Nice To Haves
- Experience with Salesforce, a warranty management system, and/or retail point-of-sale applications.
- Understanding of warranty policies and procedures.
Responsibilities
- Serve as a primary resource for dealers and customers on warranty inquiries, claims, and support, including warranty lookups, claim and order entry and tracking, credit status, return shipment labels, and self-service assistance.
- Review, process, and manage warranty claims and order requests in accordance with company policies and procedures, ensuring required information and documentation are provided.
- Provide accurate information about warranty coverage, terms, conditions, processes, and policies for Residential, Commercial, and Supply warranties.
- Collaborate with customers, supply stores, warranty teams, and other internal groups to troubleshoot and resolve warranty issues promptly.
- Support Trane Technologies employees with warranty inquiries, claim filing, and P21 and WMS system-related questions.
- Document troubleshooting steps and resolutions to support standard work and other resources.
- Stay current on warranty policies, procedures, and applicable state laws, and explain their impact on warranty terms to customers.
- Communicate claim status and warranty guidelines, follow up regularly, and address customer concerns in a timely manner.
- Monitor common warranty trends, help troubleshoot recurring issues, and identify opportunities to improve processes and develop best practices.
- Identify and resolve claim discrepancies in collaboration with internal teams.
- Help customers identify correct warranty parts, verify failure reasons against warranty policies, and process claims efficiently to support first-time approval.
- Maintain current knowledge of Trane and American Standard products and parts.
- Build relationships among customers, supply stores, and warranty administration teams.
- Respond to inquiries and provide support through phone, email, text, and other electronic channels.
Benefits
- Health insurance and holistic wellness programs with incentives, effective from day one for the employee and family.
- Fertility coverage and adoption/surrogacy assistance.
- Up to 15 vacation days, paid holidays, sick leave, and additional options supporting volunteer and parental leave.
- 401(k) match.
- Educational and training opportunities through company programs.
- Tuition assistance and student debt support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
