GENERAL SUMMARY:

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.

ESSENTIAL FUNCTIONS:

• 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.

COMPETENCIES (KNOWLEDGE, SKILLS AND ABILITIES):

• 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.

CULTURAL COMPETENCIES:

• Demonstrates value and respect for all employees
• Performs effectively as a team player   
• High energy and enthusiasm
• Understand and support the company’s Mission, Vision and Values

 EDUCATION/ EXPERIENCE:  

• High School diploma required or the equivalent experience
• 3-5 year of previous customer service & warranty experience   
• Excellent written and verbal communication skills
• Working knowledge of manufacturing process, planning and logistics, a plus