Warranty Customer Care Representative

ABB Warranty Claims Support

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to Warranty Team Lead.

In this role, you'll help run what runs the world by supporting customers through warranty claims from initiation to closure. You'll be a point of contact for customers, channel partners, service providers and internal teams on warranty questions, repairs, replacements and labor authorizations. You'll coordinate documentation, fulfillment and issue resolution across ABB's Motion Drive Products, High Power and Services portfolios for products sold by the USA Division.

The work model for the role is:
Hybrid, New Berlin, Wisconsin.

Your role and responsibilities:

• Review, document and manage warranty cases from handoff through closure; process claims, repair and replacement requests, and labor authorizations in line with ABB procedures.
• Keep customers, distributors and internal stakeholders informed about case status and next steps, providing clear and timely service.
• Create and follow up on warranty and return orders; coordinate with shipping, production, purchasing and suppliers to track fulfillment, returns and repair or failure-analysis activities.
• Work with Technical Support, Engineering, Quality and other teams to resolve issues, maintain accurate case records and flag recurring issues or process-improvement opportunities.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role:

• High school diploma or GED required and 3+ years of experience in customer service required. Experience in warranty role preferred.
• Ability to communicate clearly in English with customers and internal teams, both verbally and in writing.
• Attention to detail, ability to organize multiple cases, and comfort working with cross-functional teams.
• Computer literacy and familiarity with an ERP or order-management system; experience with Salesforce, SAP or Power BI is a plus.
• Familiarity with variable frequency drives, motors, PLCs or industrial electrical products is a plus.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

ABB Benefit Summary for eligible US employees

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
• Choice between two dental plan options:
  Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long Term Disability – 60% of pay – Company paid. Ability to "buy-up" to 66 2/3% of pay.
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance)
• Paid Parental Leave
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

• ABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?