Service Support Specialist

Responsibilities

• Provide after-sale support to customers via daily incoming requests (phone and email)

• Take ownership of customer issues throughout the resolution process

• 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

• Process and submit service complaints into the system to generate cases for the Service Engineering team

• Receive, evaluate, and process no-fault (NF) warranty claims

• 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

• Work on projects that help streamline processes within the Service Department

• Perform other administrative duties and tasks as assigned

Demonstrates expertise in after-sale support, warranty claim analysis, and customer service, with strong problem-solving and communication skills. Proficient in managing customer inquiries and collaborating with internal teams to enhance service processes.

• 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