Warranty Specialist

Rehlko•Hattiesburg, MS

3d•Hybrid

About The Position

Under the supervision of the Manager of Technical Services, the Warranty Specialist provides leadership in warranty administration which includes processing claims, system maintenance, policy review, recovery and procedure updates. The Warranty Specialist will work with Home Energy component suppliers in order to ensure that supplier authorization requirements are met prior to warranty repairs. Work with Purchasing, Production Quality and Services to establish supplier agreements that define warranty recovery terms and procedures. This hybrid role requires 3 days per week onsite from our Hattiesburg, MS location.

Requirements

A bachelor’s degree or an associate degree is preferred; alternatively, a minimum of two years of relevant experience is required
Strong electrical and mechanical aptitude.
Prior warranty or customer service experience in a related technical field is highly beneficial.
Exceptional computer and typing skills with the ability to learn new systems quickly.
Business training or experience, ideally within customer service, sales, or quality.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Responsibilities

Review and adjudicate warranty claims for processing.
Administrate the return of warranty claims that do not meet Kohler warranty policy.
Review and adjudicate sales policy adjustment claims.
Secure approval by management of warranty claims over the Warranty Specialists approval limits.
Review warranty publications and provide input /suggestions as needed to change policies.
Review and resolve Kohler customer warranty issues as needed.
Generate reports from the warranty system requested by management.
Review reports as needed to assist the Manager of Technical Services in administration of warranty for the division.
In conjunction with Services, administer the RMA (return material authorization) program for recall of failed supplier parts for analysis.
Help monitor receipt of failed parts.
Suggest opportunities for parts to return for evaluation and/or return to supplier.
Provide information to Kohler distributors, dealers, and OEMs concerning warranty claims processing.
Follow-up with customers on information requested to ensure claims are moving through the adjudication process.
Handle issues concerning unit startups, registrations, and extended warranty applications that are brought to the attention of the warranty department.
Develop, implement, and maintain warranty system documentation alerts, and notices in the on-line literature and in the on-line warranty system.
Suggest changes or new warranty policies /procedures to provide enhanced warranty claim adjudication and/or reduce Kohler warranty processing costs.
Maintain as needed the flat rates, warranty policies, and global parameters in the warranty system to ensure correct and efficient processing of warranty claims.
Request Warranty Policy and Procedures manual changes to keep documentation current with policies.
Assist as necessary with the entry of unit registrations and approval of extended warranty purchase requests.
Execute tasks and projects assigned by the Manager of Technical Services.
Contact for troubleshooting issues with the online warranty site as well as assisting users with questions related to claims processing, returns and specific warranty policies and procedures.
Maintenance of users and security in the online warranty system.