Customer Warranty Engineer

About the role

The Customer Warranty Engineer supports and improves the customer experience through effective management of service and warranty operations. This role executes established service processes, handles product warranty cases, and provides technical and administrative support to customers. Acting as a liaison between customers and internal cross-functional teams, the Customer Warranty Engineer ensures timely, accurate, and professional resolution of inquiries and concerns in a fast-paced, customer-centric environment.

Responsibilities

• Serve as the first line of support for customers, troubleshooting issues and ensuring resolution and proper documentation of service incidents.
• Manage customer accounts through the RMA and warranty processes.
• Process service orders, maintain service records, and ensure timely communication with customers regarding order status.
• Collect, document, and communicate customer requirements and feedback to internal teams to support continuous improvement.
• Implement and maintain systems (web, phone, email) to track customer interactions and satisfaction data.
• Coordinate product shipments and returns with logistics teams, ensuring proper handling and compliance with hazardous materials (Hazmat) shipping requirements.
• Ensure accurate and timely entry of complaint cases, service data, and customer requests using tools such as Salesforce and internal databases.
• Support after-hours and emergency 24/7 customer service coverage as needed.
• Collaborate with engineering, manufacturing, quality, and validation teams to resolve technical issues and support effective service delivery.
• Support the development and documentation of warranty processes, procedures, and Standard Operating Instructions (SOPs).
• Generate reports and present service metrics or findings to internal stakeholders to support process optimization.
• Adhere to federal and state regulations and all company policies, processes, and procedures.
• Perform other duties as requested, directed, or assigned.

Requirements

• Bachelor’s degree in an Engineering-related field.
• Preferred one (1) year of experience in customer service in an automotive or manufacturing environment.
• Demonstrated experience with warranty handling, RMAs, and customer support systems.
• Strong troubleshooting and multi-tasking abilities.
• Familiarity with Salesforce and other Customer Relationship Management (CRM) or service platforms.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, dynamic work environment.
• Assertive, with a customer-first mindset and proactive approach to problem resolution.

Key Competencies

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based on data-driven analysis, expertise, experience, and judgment; collects relevant information, seeks input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services while keeping a focus on sustainability. Constantly looks for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.

Physical Requirements / Working Conditions

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
• Occasionally moves about in industrial environments and on uneven terrain.
• Works in a temperature-controlled office environment, with occasional work in outdoor weather conditions and industrial environments.
• The noise level in the work environment can be moderately loud.

Benefits

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company-provided 401K savings plan with immediately vested matching contributions.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral Program.
• Employee development and career growth opportunities.

About Us

American Battery Solutions Inc. (“ABS”) is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio, ABS was acquired by Komatsu in 2023—a world leader in construction, mining, forestry, and industrial heavy equipment—in support of Komatsu’s 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while expanding and growing its core commercial, fleet, and industrial business.

ABS has assembled a world-class team of dedicated and experienced engineers equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping to testing, validation, and high-volume production. We pride ourselves on developing a diverse team of next-generation battery experts.

The Location – Springboro, OH

American Battery Solutions' Advanced Battery Manufacturing Center is located in Springboro, Ohio—a top-rated city known for its quality of life. Springboro was rated #3 among the top 10 communities in greater Southwest Ohio, appealing to young families and retirees alike. The city offers excellent neighborhoods, schools, safety, services, and amenities, including:

• Public programming such as outdoor concerts, festivals, and fireworks.
• Bike and walking trails, an 18-hole public golf course, and a charming historic district.
• 501 acres of parks.