Equipment Initiation and Warranty Process Specialist
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-06-30

Hybrid role with daily focus on Electrolux Professional equipment start-up coordination, scheduling installations, warranty claim review and approvals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Start-up and Installation
    • Review of Sales and Ship data to evaluate and prioritize daily actions for new installation requirements, and maintaining customer satisfaction.
    • Actively maintain coordination website for active installs (SharePoint and Excel), and any necessary follow ups post-install.  
    • Liaise with site contacts, sales-representatives, field service, logistics team, and service agents to ensure a seamless install process.  
    • Coordinate with technical support team to resolve any issues, answer questions, and exchange information on warranty, installation, or service concerns.
    • Manage any install issues with support of field service managers.
    • Ensure proper warranty start dates
  • Warranty Administration
    • Operate as an effective gatekeeper of accurate warranty claim entry, using discretion and independent judgement when needed. 
    • Audit submitted claim charges.
    • Manage current and new product registration process 
    • Ensure warranty database reflects up-to-date product disposition
  • Web-based administrator duties as necessary 
    • Includes proactive warranty and quality administration report generation when necessary
  • Other duties as assigned

Minimum Qualification

  • Minimum 3 years relevant work experience including background in customer service, or claims management. 
  • Proficiency in Microsoft office including Excel, Word, PowerPoint (strongly preferred)
  • Technical degree, or relevant work experience relating to job scope

KNOWLEDGE, SKILLS, AND ABILITIES

  • Commitment to customer satisfaction
  • Strong problem solving, and critical thinking skills.
  • Ability to take ownership of escalated issues, and provide immediate resolution
  • Knowledge of Global Warranty, or related warranty systems (preferred)
  • Well-organized, self-starter with a high attention to detail
  • Maintains an open mind, and has a strong comfort level to process development, and subsequent changes.
  • Experience with Professional Kitchen, and related equipment a plus.
  • Maintain positive relationships with team  and strong interpersonal skills
  • Growth likely for exceptional performance.