Warranty Claims Technician

Carrier • Warwick, RI

8d • $53,000 - $106,000 • Onsite

About The Position

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes. This role supports the Vi-US Sales Team with Customer Returns and Warranty Claims. It liaises with customers to process RGAs, manages data, provides user support, and maintains systems. The role involves working within our CRM to manage customer tickets and communication, and within our ERP system to process orders, returns, and credits. The technician will provide warranty process support to the Sales team as needed, and simplified warranty process training to 3rd party reps and wholesale partners. They will generate monthly statistics for RGAs, monitor trends in new requests and communicate observations with the Supply Chain and Returns Lead. The role includes answering customer calls regarding Warranty and Returns by monitoring a shared phone line, reviewing product failures for warranty consideration, visually inspecting and testing returned equipment to validate failure, and investigating failures or malfunctions to determine if they are due to a defect in the manufacturing process. Additional tasks as may be required by the course of business are also included. The role involves conferring with customers who contact the organization by telephone or electronically, providing scripted information about organization products or services, discussing customer accounts, and obtaining or addressing customer complaints. It requires the ability to deviate from the script to address moderately complex inquiries. The technician will respond independently to call or email customers to provide follow-up on difficult to moderately complex inquiries. They will work on documentation and solve difficult to moderately complex customer issues/requests/complaints in accordance with established procedures, and when required, redirect queries to the appropriate department or personnel. The role involves obtaining and collecting feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions. It also assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation. The technician will confer, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments. They may also promote and sell a variety of products/services to ensure business targets are met, and provide after-sales support for various client contracts.

Requirements

• High School Diploma/GED with 2+ years of experience in warranty claims processing or hydronics
• OR
• Associates Degree with 1+ years of experience in warranty claims processing or hydronics

Nice To Haves

• Bachelor’s Degree
• SAP knowledge
• Technical courses in Plumbing, Heating, and Controls, or a related discipline.
• Excellent verbal and written communication skills
• Strong analytical thinking and problem-solving abilities
• Experience in Microsoft Office, especially Excel
• Self-motivated, reliable, strong organizational skills
• Show up to work on time and completing each shift
• Maintain assigned break and lunch schedules

Responsibilities

• Support the Vi-US Sales Team with Customer Returns and Warranty Claims.
• Liaise with customers to process RGA’s.
• Data management, user support, and system maintenance
• Work within our CRM to manage customer tickets and communication
• Work within our ERP system to process orders, returns, and credits.
• Provide Warranty processes with Sales team as needed and requested
• Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed
• Generate monthly statistics for RGAs, or as requested
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line
• Review product failures for warranty consideration
• Visually inspect and test returned equipment to validate failure
• Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process.
• Additional tasks as may be required by the course of business
• Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints.
• Provides ability to deviate from the script to address moderately complex inquiries.
• Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries.
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel.
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions.
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation.
• Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promotes, when required, sells a variety of products/services to ensure business targets are met.
• Provides, when required, after-sales support for various client contracts.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, 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
• Disability: Short-term and long-term disability
• Life Insurance and দুর্ঘটনাal Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree