Warranty Technician

Husqvarna • Charlotte, NC

329d

About The Position

The Warranty Technician is responsible for providing how to instruction and claim approval or denial. The Primary responsibility is to provide warranty support to our Distributors, Dealers, National Accounts and Customers (End User Escalations).

Requirements

• High School diploma or equivalency.
• 1-3 years technical experience in related Outdoor Power Equipment service support position.
• Experienced with electronic parts lookup systems, and electronic technical information environment.
• Knowledge of MS office software applications, including Word and Excel.
• 2 year Technical Vocational degree in related engine technologies and/or servicing Outdoor Power Equipment experience.
• Call Center/Customer Care experience.
• Strong initiative and the ability to be self-directed in prioritizing and completing tasks.
• Exceptional knowledge of Outdoor Power Products and applications.
• Exceptional written, oral, and interpersonal skills. Ability to communicate information clearly and concisely ensuring customers' comprehension.

Responsibilities

• Remain logged in to the systems and process received or assigned cases using phone, chat, email, CRM, Web Warranty and written correspondence on a daily basis within department metrics.
• Troubleshoot, Diagnose and Evaluate individual case information to determine if the issue is warrantable or if it should be handled as a Policy Adjustment or Goodwill.
• Provide input to manufacturing and engineering departments with field obtained information to enhance product improvements and warranty cost reductions.
• Assist dealers with warranty processing and questionable component failure analysis.
• Effectively communicate escalations to Customer Care Leadership Team for timely effective resolution.
• Provide general customer service functions as required, such as placing orders, parts look-up, pricing inquiries.
• Respond to Husqvarna technical questions from internal and external customers such as Distributors, Dealers, National Accounts and 'End User' escalations.

What This Job Offers

• Job Type: Full-time
• Industry: Machinery Manufacturing
• Education Level: High school or GED