Warranty Team Leader

Koch Enterprises Family of Companies•Evansville, IN

About The Position

Koch Air, LLC has been focused on the distribution of quality Carrier residential and commercial products since 1936, and is among the oldest and largest Carrier distributors. Today, Koch Air, has eleven branch locations, 35 delivery vehicles, and more than 300,000 square feet of equipment and parts warehousing throughout the Midwest. Koch Air is seeking a Warranty Team Leader to lead the warranty team in processing customer warranty claims and ensuring timely and accurate credits are secured from Carrier and issued to customers. In this role, you will serve as a key liaison between dealers, customers, and Carrier - driving a high level of service, compliance with warranty guidelines, and strong internal coordination. Your leadership will support efficient claim resolution, accurate reconciliation, and a positive customer experience.

Requirements

High School Diploma with 3+ years of work experience, preferably in the HVAC industry; OR
2 years of college with 1–2 years of applicable work experience
Proficiency in Microsoft Excel, Word, and general data entry
Strong ability to organize, prioritize, and work independently

Responsibilities

Lead the end-to-end processing of customer warranty claims (SCA’s) submitted to Carrier for credit.
Upon confirmation of Carrier credits, process customer credits in accordance with company policy.
Communicate disputed claims clearly and professionally (written and verbally) to Carrier and customers.
Administer claim processing according to Koch Air policy and Carrier warranty guidelines.
Research and resolve customer questions and problems related to warranty claims as needed.
Serve as a liaison between dealers and Carrier to support claim clarity, resolution, and relationship management.
Define and communicate SMB guidelines and updated warranty information to internal and external customers as needed.
Process both extended and optional warranties for Carrier and customers, maintaining accurate warranty records for Koch Air.
Direct warranty team efforts related to warranty reconciliation, credit memos, factory claims, and invoicing for extended warranties.
Reconcile and maintain factory claims from Carrier to ensure accuracy and completeness.