Warranty and Customer Support Representative
About The Position
The Warranty and Customer Support Representative is the focal point for internal and external communication about services for Dicor and InVision OEM customers, dealers, and retail customers. This hands-on role provides the first line of customer contact and works to resolve technical and warranty questions or issues quickly and accurately. The ideal candidate has strong communication and problem-solving skills and is committed to delivering outstanding customer experiences. The role provides warranty and technical support, troubleshoots Dicor and InVision products, responds to customer inquiries by phone, email, and chat, and enters orders for replacement parts and new products. It also supplies technical documentation, provides customers with estimated arrival dates and tracking numbers, documents warranty claims and customer interactions, and reports customer feedback and trending issues to management. The position works with cross-functional teams and is accountable for maintaining positive KPI trends for both brands and following safety rules. This is a full-time, Monday-through-Friday position with hours of 8:00 a.m. to 5:00 p.m. It operates in a professional office setting within a manufacturing environment, with occasional work in manufacturing environments at customer locations. Travel is less than 10%.
Requirements
- High school diploma or equivalent.
- Comfort working with computer systems used to document customer interactions, warranty claims, and service activity.
- High level of proficiency with Microsoft Office, Word, and Excel.
- Ability to read a tape measure and understand dimensions.
- Demonstrated patience, professionalism, and commitment to helping customers reach resolution.
- Ability to provide clear, accurate, timely information and adapt communication to customer needs and circumstances.
- Ability to take ownership of open issues and keep customers updated.
- Strong organizational and time-management skills, attention to detail, and ability to work in a fast-paced environment on multiple projects simultaneously.
- Positive and professional work ethic; initiative, decision-making, problem-solving, technical capacity, and organizational skills.
- Understanding of the importance of SOX compliance.
Nice To Haves
- Additional education or relevant technical training.
- Previous experience in customer service, warranty administration, call center support, appliance service, RV service, manufacturing, or a related environment.
- Experience working with appliances, including disassembly and repair.
Responsibilities
- Provide warranty and technical support to Dicor and InVision customers.
- Deliver exceptional customer service and maintain positive KPI trends for both brands.
- Respond promptly and professionally to customer inquiries by phone, email, or chat.
- Troubleshoot and diagnose technical issues with InVision and Dicor products.
- Provide customers with estimated arrival dates and tracking numbers.
- Enter orders for replacement parts and new products, and provide technical documentation to retail customers and dealers as needed.
- Provide customer feedback to management promptly, document trending issues, and report them to management.
- Maintain complete and accurate records of warranty claims, customer conversations, commitments, and resolution activities.
- Follow all safety rules.
- Build rapport with customers and working relationships with cross-functional teams and departments.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
