Service Support Specialist

About the role: WEG is hiring a Service Support Specialist I. The Service Support Specialist plays a vital role in supporting internal team operations and serving customers by overseeing No Fault warranty claims and other post-sales inquiries for WEG products. This position is responsible for handling and resolving customer complaints with a focus on efficiency and high-quality service, ensuring prompt resolution of issues and maintaining effective communication with both customers and internal teams.

• Provide after-sale support to customers via daily incoming requests (phone and email)
• Take ownership of customer issues throughout the resolution process, maintaining effective communication and attention to detail to ensure customer satisfaction
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and other related inquiries
• Provide technical documentation and warranty eligibility information on products and services
• Receive and manage incoming calls and emails from a general inbox as well as a personal company email account
• Analyze warranty claim data and determine accuracy by failure type and warranty period, requesting additional information as needed
• Process and submit service complaints from the general inbox into the system to generate cases for the Service Engineering team
• Receive, evaluate, and process no-fault (NF) warranty claims; verify all supporting information to ensure claim accuracy and a positive customer experience
• Identify quality failures using quality defect classification manuals
• Collaborate with various internal departments to resolve customer complaints
• Provide status updates on open warranty claims to customers and service shops
• Process reimbursements (credits and replacements) to customers in accordance with warranty considerations
• Train new employees on team assignments and processes
• Collaborate with other branches on quality control data and reimbursements, ensuring system and process alignment
• Work on projects that help streamline processes within the Service Department
• Perform other administrative duties and tasks as assigned

• High school diploma or equivalent required
• Associate degree in administration, electrical, electronics, or a related field desired

• Experience working in post-sales operations preferred
• Problem‑solving and customer service experience required
• Excellent communication, interpersonal, and organizational skills
• Strong time management skills and attention to detail
• Ability to manage daily workload effectively and take initiative in a fast‑paced environment
• Proficiency with business tools including SharePoint, MS Teams, and Windows Operating Systems required
• Experience with SAP or other ERP systems preferred
• Analytical and negotiation abilities
• Ability to work collaboratively in a highly dynamic, team‑oriented environment with continuous challenges

• 2+ years of related experience

We offer a pleasant work environment, competitive compensation, and a full benefits package.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.