Warranty Claims Lead

US-WV-Parkersburg
Job ID
2017-2627
# Positions
1

Overview

The Warranty Claims Lead will manage warranty claims from initial request through final resolution, utilizing problem-solving and critical-thinking skills, in an effort to minimize costs and strengthen customer satisfaction.

Responsibilities

  1. Manage a portfolio of claims prioritizing daily activities via task management
  2. Research to identify root cause, lead/participate in long-term solutions
  3. Perform product diagnostics, as part of problem-solving efforts
  4. Request, read and Interpret CAD drawings to ensure order accuracy
  5. Order parts required to fulfill resolution
  6. Coordinate and monitor field visits (optimizing cost and efficiency)
  7. Host product standard and compliance discussions with customers and homeowners
  8. Participate in discussions with Operations, Quality, IT and Sales to resolve issues
  9. Provide leadership, training and coaching to fellow team members
  10. Communicate verbally and in written form with customers, homeowners, contractors, installers and sales
  11. Communicate with all levels of the organization
  12. Document and maintain all communications and solutions in CRM
  13. Maintain knowledge of products and systems in an environment of constant change
  14. Lead/Participate in continuous improvement efforts
  15. Other duties as required

Qualifications

Education:         

4 year degree in a business-related field or equivalent experience in a service role within a manufacturing environment.


Experience:        

Proficient with Microsoft Office applications such as Excel, PowerPoint and Word.
                             

Experience with CRM systems is desired.
 
Skills/Abilities:

Ability to understand and interpret the customer’s claim
Ability to balance Customer Service with company policy
Ability to analyze a situation to determine the root cause and identify a solution
Ability to communicate effectively, both orally and written
Proficient in Microsoft Excel, PowerPoint and Word with the ability to learn new systems for advanced productivity
Strong analytical skills
Strong leadership and teaming skills
Ability to self-direct and take initiative
Strong interpersonal skills
Ability to work with all customers effectively (internal and external)
Advanced problem-solving skills
Demonstrates a high level of attention to detail
 
Other:

Minimal amount of travel is required

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