Warranty Support

ALCOM LLC•Winslow, ME

3d•$50,000 - $55,000

About The Position

This position is responsible for the timely processing of warranty claims while fostering and maintaining excellent business and customer relations with Alcom’s dealer network. The role works within Alcom’s internal support team alongside the Sales, Production, and Quality Departments. The Warranty Support representative handles dealer warranty concerns, assesses and documents potential claims according to warranty criteria and policy, communicates claim status and possible repair solutions, and follows open claims through to closure. The position uses knowledge of trailer components and performance expectations, consulting internal experts when needed. It approves repairs within its authority and obtains Management authorization for repairs above that authority. The role operates partly in an office and partly on the Production floor. It is partially sedentary and requires navigating around trailer structures. The stated schedule is Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

Ability to maintain a professional Company image during and outside work hours.
Ability to make reasonable and fair decisions with positive customer satisfaction as a goal.
Excellent customer service, computer, and time-management skills.
Excellent follow-up, oral communication, and written communication skills.
Ability to learn and understand structural, mechanical, and cosmetic product expectations and performance requirements.
Ability to walk and climb in, onto, and around trailer structures.
Ability to use appropriate personal protective equipment (PPE).

Nice To Haves

Four-year college business degree.
Prior advanced-level management and administrative experience related to warranty and repair.

Responsibilities

Represent the Company professionally in communications with customers and dealers.
Maintain positive, professional working relationships with peers, Management, and support resources, with a commitment to teamwork and customer service.
Answer dealer calls concerning warranty issues and considerations.
Evaluate potential claims against warranty criteria and determine whether they qualify and how they should be categorized.
Review claim documentation, including photographs and descriptions of product performance concerns, and assess claims against warranty policy.
Respond promptly to dealer calls and emails and provide status updates on potential warranty claims and their resolution.
Follow the warranty claim process.
Apply technical knowledge of trailer components and performance expectations, and consult internal experts about significant or unique issues.
Correspond thoroughly with dealers about possible repair solutions and provide repair instructions when needed.
Write, categorize, and document warranty claim issues for tracking and reporting.
Communicate identified quality concerns to dealers in advance of claims when appropriate.
Follow up on open warranty claims and work toward timely closure.
Approve warranty repairs within the position’s authority and obtain Management authorization for repairs exceeding that authority, including parts, materials, and labor.
Lead and manage the warranty process to support a positive experience for Alcom’s dealers and their customers.
Perform related duties as requested by the direct supervisor or a Company manager.
Maintain accuracy and timeliness in warranty claim responses and closure, and support dealer customer satisfaction.