Warranty Program Coordinator

Location: Frisco, TX
Pay: $35.72/hr

The Fountain Group is hiring a Warranty Program Coordinator for a prominent client in the Tech
industry. In this role, you’ll be the first point of contact for a warranty support program, keeping inquiries and escalations moving from intake through resolution.

Inbox management and triage

• Monitor and manage the warranty support distribution mailbox
• Serve as the primary intake point for questions and requests
• Triage incoming inquiries and route them to the appropriate SME or team
• Respond to inquiries using approved canned responses
• Track inquiries through resolution and follow up on outstanding requests
• Partner with the program team when unsure who to route to or how to respond

Escalation support

• Support management and coordination of the Warranty Escalation Process
• Log and track incoming questions, concerns, and executive escalations
• Coordinate handoffs so inquiries are handled appropriately between stakeholders
• Ensure the escalation process is followed and supported by documentation when applicable
• Support documentation and admin tasks related to escalations
• Maintain the escalation record and reporting, track status, and help drive cases to closure

Administrative, operational, and communications support

• Assist in developing and maintaining FAQs, process documents, and other knowledge content
• Maintain internal communication collateral, partnering with the comms lead and program team to coordinate documentation updates
• Support processing of warranty-related forms, approvals, and paperwork (such as refund request templates)
• Help ensure consistent messaging across all customer-facing and internal support channels

Reporting and tracking

• Provide data on inquiry volume, category, and open/closed counts
• Track top customer and seller concerns and identify common themes and recurring questions
• Provide status reports and metrics to the program team

Qualifications:

• Warranty support, warranty operations, warranty claims, service entitlement, or after-sales support experience preferred

• Experience managing shared inboxes, distribution mailboxes, or centralized support queues
• Strong triage, case management, and request-routing experience
• Experience handling escalations and coordinating issue resolution across multiple teams
• Ability to track inquiries from intake through closure
• Experience maintaining logs, reports, metrics, and status updates
• Strong administrative and operational support background
• Experience with ticketing or case management systems (JIRA, Service Now, Salesforce, Zendesk, etc.)
• Experience in a large corporate environment preferred
• Technology industry experience preferred (HPE, Dell, Cisco, Lenovo, Microsoft, IBM, telecom, hardware, software, or related industries)