Warranty Care Specialist

In this role you will support end-to-end resolution of post-sale customer requests, including warranty products and disputes, ensuring timely, high-quality outcomes. You will work with Sales, Operations, and other teams to coordinate faster resolutions and drive containment and credits/debits processing. By analyzing claims trends, you will help identify repetitive issues and contribute to continuous improvement. This role sits within ABB's ELSE division in North America and emphasizes impact, cross-functional collaboration, and measurable quality improvements.
Ensure resolution of post-sale customer requests/complaints/disputes in coordination with Sales, Operations and other teams
Track disputes and coordinate with relevant functions to speed resolution
Provide appropriate solutions for customer claims and ensure containment actions, returns, credits, and debits are processed
Collect and archive documentation within target timelines and close outcomes in systems
Report and follow up on KPIs related to warranty costs and customer complaints
Analyze trends in the claims process to highlight repetitive failures and support continuous improvement
Bachelor's in Industrial Engineering or Electrical Engineering
2-3 years of experience in Customer Service in Quality and/or Engineering
SAP experience
Quality tools knowledge (8D) required
ISO Auditor is desirable
Knowledge in 10

CFR Appendix B is desirable
Desirable: experience with Switchgear and Circuit Breakers
Authorized to work in the US
problem-solving mindset
cross-functional collaboration
SAP
8D problem solving
quality tools
Warranty Care Specialist firenze, toscana, it