Warranty Specialist

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development.

Come, stay, and grow with us.

Position Summary

The Warranty Specialist is responsible for administering warranty claims and registrations while providing exceptional support to distributors, dealers, sales representatives, and internal departments. This role serves as the primary point of contact for warranty inquiries, claim processing, product registrations, credits and returns, dealer portal support, and warranty reporting.

The Warranty Specialist ensures warranty claims are processed accurately and in accordance with company policies, maintains warranty related records and reporting, and partners with Customer Service, Sales, Operations, Accounting, and Technical Support to deliver timely resolutions. The ideal candidate is highly organized, customer focused, detail oriented, and able to manage multiple priorities in a fast paced environment.

Key Responsibilities

Warranty Administration

• Review, evaluate, and process manual and automated warranty claims for accuracy and policy compliance.
• Process warranty registrations and correct registration errors as needed.
• Manually register equipment serial numbers when approved or when system exceptions occur.
• Research warranty eligibility, claim status, product information, and registry history.
• Provide warranty claim status updates to customers, distributors, sales representatives, and internal stakeholders.
• Resolve routine warranty issues independently while escalating complex or unusual situations to management.

Customer Support

• Respond professionally to warranty related phone calls and emails.
• Assist customers, distributors, dealers, and homeowners with warranty questions, product registrations, and claim inquiries.
• Provide guidance on warranty policies, claim requirements, and supporting documentation.
• Deliver exceptional customer service while meeting established response time expectations.

Credits, Returns & Claims Support

• Coordinate warranty-related credits and returns with internal departments.
• Process and distribute credit memo notifications.
• Maintain freight claim documentation and tracking logs.
• Assist in resolving customer issues related to warranty credits, returns, and shipping claims.

Distributor Portal & User Support

• Support distributor portal users by coordinating new user setup requests.
• Process password reset requests through established internal procedures.
• Assist with user access issues, including branch visibility and account access.
• Coordinate with IT and system administrators to resolve technical issues affecting warranty users.

Reporting & Documentation

• Maintain warranty claim tracker and supporting documentation.
• Generate daily warranty reports and operational reporting as requested.
• Prepare warranty reports for sales representatives, agencies, and management following established approval processes.
• Maintain accurate warranty records and documentation in accordance with company policies.
• Monitor trends and identify recurring warranty issues for management review.

Cross-Functional Collaboration

• Partner with Customer Service, Sales, Accounting, Operations, Logistics, Technical Support, and IT to resolve warranty related issues.
• Commun…