Warranty Support Specialist

Position: Warranty Support Specialist I
Job Description:

Job Summary:

The Warranty Support Specialist will direct all applications or tech support calls and emails to an applications engineer or warranty service specialist (technician). Will be courteous and provide customer support to all customers, reps.

Minimum Required Qualifications:

An individual in this position must have the following minimum required qualifications. Education beyond the minimum is an added advantage for career development activities:18 years or older

Ability to perform each essential job function and additional job functions satisfactorily

Ability to meet the mental demands of the job Ability to meet the physical demands of the job Ability to pass a drug test and background check

Essential Job Functions:

The following is a list of the essential duties and responsibilities that are expected of a person in this position:

Manage large amounts of incoming calls and emails

Identify and assess customers’ needs to achieve satisfaction

Provide accurate, valid and complete information by using right methods/tools

Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Work closely with other CSRs to make sure all positions are covered when someone is absent

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Meet customer’s expectations

Receive, Enter and track warranty parts orders.

Communicate parts order ship schedules and confirm delivery with customers

Provide back up support within Customer Service Group as needed

Provide back up support for Sales Support Manager, e.g. order entry, and other duties as needed.

Additional

Job Functions:

The following is a list of the additional job functions and qualities that are expected of a person in this position:

Stamina to handle extensive walking, pushing, pulling, lifting and stooping

Exceptional hand eye coordination and extremity motor skills

Reading comprehension skills and ability to read small print

Basic math skills to meet technical specifications and measurements

Excellent organizational skills

Strong attention, quality detail, good decision making

Communicate effectively and possess excellent interpersonal relationship skills

Manage accountability

Multi-task effectively

Essential Mental Functions:

Thinking Reasoning Learning Remembering Problem  Solving Decision Making Attention Essential  Physical Functions:

In order to perform the essential functions of the job, the employee must be able to:

Remain in a stationary position (primarily standing) for 95% of the time

Move, position, put, install or remove parts, tools and other objects weighing up to 50 pounds in all directions

Traverse the manufacturing facility to accomplish tasks

Operate heavy equipment, machinery and tools

Repeat motions that may include the wrists, hands and fingers

Ascend/descend and work atop ladders, stairs, scaffolding, ramps, etc.

Position self in different positions to accomplish tasks, including in tight and confined spaces

Observe/assess the accuracy and quality of the work assigned. Frequently including detecting color, using close and distance vision, peripheral vision and depth perception.

Work Environment:

While performing the duties of this job the employee will work in a manufacturing facility and regularly be exposed to:

Humidity, loud noises, dirt Unpleasant Odors Varying and extreme temperatures (heat and cold)
Sheet Metal Mechanical parts

Forklift traffic

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions.

The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
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