Warranty Claims Technician

Carrier•Warwick, RI

6d•$53,000 - $106,000

About The Position

The Warranty Claims Technician supports the Vi-US Sales Team with customer returns and warranty claims. The role liaises with customers to process RGAs, manages customer tickets and communications in the CRM, and uses the ERP system to process orders, returns, and credits. It provides warranty-process support and training to third-party representatives and wholesale partners as needed, generates RGA statistics, and monitors trends in requests to share observations with the Supply Chain and Returns Lead. The position responds to customer calls and electronic inquiries about warranties and returns, reviews products for warranty consideration, and visually inspects and tests returned equipment to validate failures. It investigates product failures or malfunctions to determine whether they resulted from manufacturing defects. The technician also manages customer interaction data, provides follow-up on complex inquiries, resolves customer issues under established procedures, and coordinates with internal departments to address customer needs and trace or expedite shipments. The role works independently and may recommend process improvements or sales opportunities. Additional duties may be assigned as business needs require.

Requirements

High school diploma or GED and at least 2 years of experience in warranty claims processing or hydronics, or an associate degree and at least 1 year of experience in warranty claims processing or hydronics.
Excellent verbal and written communication skills.
Strong analytical thinking and problem-solving abilities.
Experience with Microsoft Office, especially Excel.
Self-motivated, reliable, and organized.
Arrive at work on time and complete each shift.
Maintain assigned break and lunch schedules.

Nice To Haves

Bachelor’s degree.
Knowledge of SAP.
Technical courses in Plumbing, Heating, and Controls, or a related discipline.

Responsibilities

Support the Vi-US Sales Team with customer returns and warranty claims.
Liaise with customers to process RGAs.
Manage customer tickets and communications in the CRM.
Use the ERP system to process orders, returns, and credits.
Provide warranty-process support to the Sales team as needed.
Train third-party representatives and wholesale partners on the Simplified Warranty process as needed.
Generate monthly RGA statistics or reports as requested.
Monitor trends in new requests and communicate observations to the Supply Chain and Returns Lead.
Answer customer calls about warranties and returns by monitoring a shared phone line.
Review product failures for warranty consideration.
Visually inspect and test returned equipment to validate failures.
Investigate failures or malfunctions and determine whether they are due to manufacturing defects.
Respond to customer inquiries by phone or electronically, provide follow-up, and address customer accounts, complaints, and moderately complex issues.
Document and resolve customer issues, requests, and complaints according to established procedures, escalating or redirecting queries when required.
Collect feedback from product development and service departments to identify appropriate information and resources for customer responses.
Maintain databases of customer interactions and transactions.
Coordinate with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments when required.
Promote or sell products and services when required to help meet business targets.
Provide after-sales support for client contracts when required.
Perform additional tasks as required by business needs.

Benefits

Medical, dental, and vision coverage.
Wellness incentives.
Retirement benefits.
Paid vacation, up to 15 days.
Paid sick days, up to 5 days.
Paid personal leave, up to 5 days.
Paid holidays, up to 13 days.
Birth and adoption leave.
Parental leave.
Family and medical leave.
Bereavement leave.
Jury duty leave.
Military leave.
Purchased vacation.
Short-term and long-term disability.
Life insurance and Accidental Death and Dismemberment coverage.
Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
Tuition assistance.
May be eligible for short-term cash incentives, subject to plan requirements.