Warranty and Service Coordinator

Wilo USA LLC•Cedarburg, WI

About The Position

Join us at our new facility in Cedarburg! Wilo USA LLC is a subsidiary of Wilo SE, which is headquartered in Dortmund, Germany. Wilo is one of the leading manufacturers of pumps & pump systems for heating, cooling & air-conditioning solutions, water supply, and sewage & drainage. Wilo USA acquired Weil Pump and Scot Pump in 2017, American-Marsh Pumps in 2019 and QuantumFlo in October 2021, Plad in 2023 and HydroServe in 2023. We offer exceptional benefits: Health, Dental, Vision, Life and Critical Illness Insurance, Employee Assistance Program, Health Savings Account, 401(k) and match, Tuition Reimbursement, PTO 19 days, 10 holidays, and 6 sick days, on-site health clinic, gym with personal trainers. As a Warranty and Service Coordinator, you will play a crucial role in ensuring customer satisfaction and product reliability by efficiently managing warranty claims and coordinating service activities. You will be the primary point of contact for our clients, facilitating smooth communication and resolution of issues, while working closely with internal teams to uphold our commitment to high-quality service and support. Join our dynamic team to help enhance customer experiences and maintain the integrity of our brand.

Requirements

Highly detailed individual with strong organization and follow up skills.
Extensive manufacturing experience preferred.
Minimum of 3 years experience in warranty management or customer service roles preferred.
Strong understanding of warranty terms, conditions, and regulatory requirements.
Excellent communication and interpersonal skills.
Proficiency Microsoft Office Suite.
Ability to analyze data and generate reports.
Strong problem-solving and conflict resolution skills.
Ability to work independently and as part of a team.
Proven track record in managing multiple tasks and meeting deadlines.
Familiarity with product lifecycle and service operations.
Ability to handle high-pressure situations with professionalism.

Responsibilities

Coordinate and manage warranty claims and service requests from initiation to resolution.
Act as the primary point of contact for customers regarding warranty and service inquiries.
Evaluate warranty claims to ensure compliance with company policies and procedures.
Collaborate with the technical team to diagnose and troubleshoot product issues.
Maintain accurate records of all warranty claims, service requests, and customer interactions.
Communicate effectively with customers to provide updates on claim status and resolutions.
Liaise with suppliers and manufacturers to process warranty claims and obtain necessary approvals.
Develop and maintain strong relationships with customers, suppliers, and internal departments.
Maintain all data and tickets in the tick system, including in-progress updates and technical and commercial details in a timely manner and with a high level of detail.
Identify and recommend process improvements to enhance efficiency and customer satisfaction.
Ensure all service work is completed in a timely and cost-effective manner.
Support Service Schools at assigned Wilo facilities as scheduled, and assist with developing necessary training tools and presentation for continued evolution of the service class experience.
Monitor trends in warranty claims and service requests to identify potential product issues.