Warranty Specialist Ii

Warranty Analyst II

What you will do?
The position requires a self-motivated associate that can multitask, solve business problems, and improve operations with minimal supervision. Primary responsibilities are to assist the Warranty Administration and Product Technical Support (PTS) through operational support and the administration of technology solutions. Works directly with the branch offices worldwide to administer the processes and systems that provide warranty credit and collect quality data for defective equipment.

How you will do it?

Maintain and administer Warranty Administration and PTS technology solutions, including Salesforce, Avaya phone system, SharePoint pages, and the warranty system. Provides assistance to branches and customers by processing data, answering product claims and resolving issues. Coordinates warranty resolution with branches offices worldwide. Track and communicate cost & completion rates for proactive and or reactive retrofits. Maintain database of all retrofits identified in progress. Communicate with Service Regional teams to track retrofits to completion. Reviews documentation and product literature for accuracy and completeness related to warranty processing. Processes warranty administrative functions, including warranty claims chargebacks, manual asset entry, and data updates. Processes non-standard warranty claim (KDD, DSC, and PWP) requests and manage their progress through the appropriate approval process. Seeks out new and creative applications and operational techniques. Evaluate and provide recommendations on additional technology solutions. Manage project scope by creating and maintaining action trackers to monitor high profile installations and or identified reliability, quality, or workmanship issues. Tracks and maintains database of all identified projects in progress. Create and maintain FAQ database and documentation and facilitate with technical engineers to provide technical expertise. Document standard processes and procedures. Develop and publishes and/or distributes standardized reports on a regular basis; develop ad hoc reports on demand. Other duties as identified and assigned.

What are we looking for?

Bachelors Degree in Engineering or Business and one (1) year experience, Associates Degree and six (6) years experience in assisting a technical team OR ten (10) years of assisting a technical team. Proficiency in Microsoft Suite Applications (Word, Excel, Access, and PowerPoint) as well as email and social media skills are required. Strong verbal and written communication skills, with technical writing skills a plus. HVAC business knowledge a plus. Experience with administrating technology solutions a plus.