Warranty Technician

JB Poindexter & Co•Elkhart, IN

About The Position

Warranty Specialist is a key contributor in handling warranty issues for all products including but not limited to fiberglass caps, aluminum caps, Fleet units, RFL products, and parts. The Warranty Specialist is responsible for reporting quality issues and providing timely, professional warranty customer service to our dealers and end users. The position will be under the direction of the Quality Control Manager.

Requirements

Able to maintain a positive working relationship with both dealers and end users
Ability to multitask, effective time management skills and a basis for action.
Able to have attention to detail
Self-starter with prompt hands on approach to customer concerns
Basic proficiency in MS Word and Excel.
Exhibits flexibility to adjusting to changing or difficult situations.
Experienced with complex environments – e.g. multi-state, large employee base with unique demands.
Able to work a flexible schedule. May require occasional weekend and/or evening work.
Creative problem solver.
Other duties as assigned by management
As this is a critical interface with the customer, it is extremely important to present a courteous, positive, professional approach to the customer.
High School diploma required or the equivalent experience
3-5 year of previous customer service & warranty experience
Excellent written and verbal communication skills

Nice To Haves

Working knowledge of manufacturing process, planning and logistics, a plus

Responsibilities

Interacts with dealers and customers to assess possible warranty issues and determine actions to resolve those issues. A sense of urgency is required to accommodate the customer.
Coordinates corrective action with responsible functions to prevent recurrence.
Investigate the validity of customer claims and determine the root cause analysis and aiding in establishing an effective corrective action to solve the claims.
Prepare reports and documentation to facilitate warranty issues
Interpret and implement warranty policies and procedures as needed and on a case-by-case application to satisfy customer complaints and mitigate possible escalation of issues.
Inform management on warranty decisions requiring action outside of standard warranty guidelines to ensure consensus and prevent possible future “precedents
Process all return documentation and credits as they relate to SLR (same load returns) of all products, in a timely manner, ensuring effective communication and transactions.
Coordinate action and communicate with dealers/customers
Provide immediate support as necessary to address customer support and aid in resolving dealer/retail complaints and opportunities.
Professionally and effectively answer retail customer questions as they relate to replacement part availability, product warranty and product information to aid dealers in resolving retail issues
Manage R&R returns on a daily basis and coordinate with Scheduling to ensure a timely turn around to customers. Responsible for generating R&R release report to process WO.
Other duties as assigned by management
All of the above duties must be performed in a time frame that exhibits the urgency of the issue, without sacrificing accuracy.