Warranty Specialist

Lennox International • Richardson, TX

11d • $46,000 - $59,850

About The Position

The Warranty Specialist is responsible for administering warranty claims and registrations while providing exceptional support to distributors, dealers, sales representatives, and internal departments. This role serves as the primary point of contact for warranty inquiries, claim processing, product registrations, credits and returns, dealer portal support, and warranty reporting. The Warranty Specialist ensures warranty claims are processed accurately and in accordance with company policies, maintains warranty related records and reporting, and partners with Customer Service, Sales, Operations, Accounting, and Technical Support to deliver timely resolutions. The ideal candidate is highly organized, customer focused, detail oriented, and able to manage multiple priorities in a fast paced environment.

Requirements

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum of 3 years of customer service, warranty administration, claims processing, order management, or related experience.
• Experience reviewing and processing warranty claims.
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong attention to detail with a high degree of accuracy.
• Ability to manage multiple priorities while meeting deadlines.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Experience working within ERP and business systems.

Nice To Haves

• Experience in HVAC manufacturing, distribution, or related industries.
• Experience using SAP or similar ERP systems.
• Knowledge of warranty administration, product registration, returns, credits, and freight claims.
• Experience preparing operational reports and maintaining performance data.

Responsibilities

• Review, evaluate, and process manual and automated warranty claims for accuracy and policy compliance.
• Process warranty registrations and correct registration errors as needed.
• Manually register equipment serial numbers when approved or when system exceptions occur.
• Research warranty eligibility, claim status, product information, and registry history.
• Provide warranty claim status updates to customers, distributors, sales representatives, and internal stakeholders.
• Resolve routine warranty issues independently while escalating complex or unusual situations to management.
• Respond professionally to warranty related phone calls and emails.
• Assist customers, distributors, dealers, and homeowners with warranty questions, product registrations, and claim inquiries.
• Provide guidance on warranty policies, claim requirements, and supporting documentation.
• Deliver exceptional customer service while meeting established response time expectations.
• Coordinate warranty-related credits and returns with internal departments.
• Process and distribute credit memo notifications.
• Maintain freight claim documentation and tracking logs.
• Assist in resolving customer issues related to warranty credits, returns, and shipping claims.
• Support distributor portal users by coordinating new user setup requests.
• Process password reset requests through established internal procedures.
• Assist with user access issues, including branch visibility and account access.
• Coordinate with IT and system administrators to resolve technical issues affecting warranty users.
• Maintain warranty claim tracker and supporting documentation.
• Generate daily warranty reports and operational reporting as requested.
• Prepare warranty reports for sales representatives, agencies, and management following established approval processes.
• Maintain accurate warranty records and documentation in accordance with company policies.
• Monitor trends and identify recurring warranty issues for management review.
• Partner with Customer Service, Sales, Accounting, Operations, Logistics, Technical Support, and IT to resolve warranty related issues.
• Communicate effectively with Regional Sales Managers and internal stakeholders regarding warranty activity.
• Support process improvements that enhance warranty administration efficiency and customer experience.
• Participate in special projects and additional departmental responsibilities as assigned.

Benefits

• tuition reimbursement
• medical, dental, and vision insurance
• prescription drug coverage
• 401(k) retirement plan
• short-term disability insurance
• 8 weeks paid birthing leave
• 2 weeks paid bonding leave
• life and long-term disability insurance
• 12 days paid time off
• 2 paid well-being days
• 1 paid volunteer day
• 12 paid holidays
• 3 floating holidays

What This Job Offers

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