Warranty Customer Care Representative

ABB•New Berlin, WI

1d•Hybrid

About The Position

The Warranty Customer Care Representative supports customers through warranty claims from initiation to closure. The role serves as a point of contact for customers, channel partners, service providers, and internal teams regarding warranty questions, repairs, replacements, and labor authorizations. It coordinates documentation, fulfillment, and issue resolution across ABB’s Motion Drive Products, High Power, and Services portfolios for products sold by the USA Division. The role is based in New Berlin, Wisconsin, with a hybrid work model, and reports to the Warranty Team Lead.

Requirements

High school diploma or GED.
At least 3 years of customer service experience.
Ability to communicate clearly in English with customers and internal teams, both verbally and in writing.
Attention to detail and ability to organize multiple cases.
Comfort working with cross-functional teams.
Computer literacy and familiarity with an ERP or order-management system.
Must already have work authorization permitting employment with ABB in the United States.

Nice To Haves

Experience in a warranty role.
Experience with Salesforce, SAP, or Power BI.
Familiarity with variable frequency drives, motors, PLCs, or industrial electrical products.

Responsibilities

Review, document, and manage warranty cases from handoff through closure.
Process claims, repair and replacement requests, and labor authorizations in line with ABB procedures.
Keep customers, distributors, and internal stakeholders informed about case status and next steps, providing clear and timely service.
Create and follow up on warranty and return orders.
Coordinate with shipping, production, purchasing, and suppliers to track fulfillment, returns, and repair or failure-analysis activities.
Work with Technical Support, Engineering, Quality, and other teams to resolve issues.
Maintain accurate case records and flag recurring issues or process-improvement opportunities.

Benefits

Choice between two medical plan options: a PPO Copay Plan or a High Deductible Plan with a Health Savings Account.
Choice between two dental plan options: Core and Core Plus.
Vision benefit.
Company-paid life insurance equal to 2 times base pay.
Company-paid AD&D insurance equal to 1 times base pay.
Voluntary life and AD&D insurance, employee-paid up to maximums.
Company-paid short-term disability for up to 26 weeks.
Company-paid long-term disability at 60% of pay, with the ability to buy up to 66 2/3% of pay.
Supplemental benefits, employee-paid, including accident insurance, hospital indemnity, critical illness, and pet insurance.
Paid parental leave.
Employee Assistance Program.
Health Advocate support for mental and behavioral health, general health navigation, virtual health, and infertility/adoption.
Employee discount program.
401(k) Savings Plan with company contributions.
Employee Stock Acquisition Plan (ESAP).
11 paid holidays.
Vacation based on years of service for hourly and non-exempt positions.