Warranty Coordinator

Overview

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply
. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people.
Johnstone is growing, and so can you.

Position Summary:

Implements Warranty processes to ensure accuracy and timeliness of warranty claims to the Vendors/Manufacturers. Participates in ensuring success of obtaining credits and/or replacement merchandise. Work with branch personnel to ensure complete information is obtained. Position reports to Warranty Manager.

Essential Job Functions:

• Maintains warranty processing at established target levels to prevent backlog of warranty claims and to ensure timely vendor credits for items returned under warranty.
• Processes claims based on established priority warranty vendor status.
• Runs and analyzes applicable reports to assist with timely processing including but not limited to open purchase orders, return goods queues, product history and inventory valuation.
• Maintains appropriate vendor relationships and open lines of communication with the vendors for vendor approval of questionable claims where The Ware Group is seeking a credit or replacement part.
• Interacts with branch level personnel (counter sales, warehouse and management) in appropriate warranty processing procedures whenever necessary to ensure timely processing.
• Researches claims, follows up on outstanding warranty needs, and responds to requests from internal and external customers to ensure successful warranty processing.
• Performs other responsibilities as assigned for the smooth and efficient operation of the organization.

Scope of Responsibilities:

• Responsible for the processing of $1.6-$2.5 million of warranty per year.
• Responsible for processing 1500 – 2500 purchase orders per year.
• Responsible for quick resolution to outstanding vendor credits.
• Responsible for maintaining a safe, clean, and efficient work environment.

Internal Relationships:
Regularly confers and discusses status of warranty issues with:
Warranty Manager, Purchasing and Inventory Management, Warehouse Managers, Sales personnel (inside and outside), Accounts Payable Coordinators, other employees within the warranty department, and IT personnel.

External Relationships:
Regularly confers with a wide variety of vendors and vendor reps in order to maintain solid vendor relationships with the aim of expediting and approving warranty claims. As assigned, the Warranty Coordinator negotiates possible exceptions for unusual warranty issues with vendors. Must be able to communicate with vendors on proper way to process warranty claims and be able to communicate directions to other team members.

Final Decision Maker:
Recommends changes to standard operating warranty processes to streamline or enhance those processes Prioritizes warranty claims to ensure large dollar claims receive the highest priority in order to affect a prompt credit or product replacement by the vendor. The Warranty Manager and Director of Operations have final decision making authority for warranty policies, procedures, and exceptions.

Education, Work Experience & Specialized Skills or Knowledge:

• High School or general education degree (GED)
• PC proficiency with experience using Microsoft Suite of products and in job related technologies; understanding of Eclipse operating software is critical to on the job success
• A high level of detail orientation is essential with ability to solve problems and follow through to resolution
• Excellent typing and data entry skills
• Above average communication…