Warranty Claims Specialist

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, we improve lives, empower critical industries, and ensure the safe transport of food and lifesaving medicines. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share.

About the Role

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. The role involves maintaining databases, making recommendations to management for customer issue prevention, and identifying sales opportunities for the sales team. You will also update procedures to improve Customer Service processes.

Responsibilities

• Support the Vi-US Sales Team with Customer Returns and Warranty Claims.
• Liaise with customers to process RGAs (Return Goods Authorizations).
• Data management, user support, and system maintenance.
• Work within our CRM to manage customer tickets and communication.
• Work within our ERP system to process orders, returns, and credits.
• Provide Warranty processes support to the Sales team as needed.
• Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed.
• Generate monthly statistics for RGAs, or as requested.
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line.
• Review product failures for warranty consideration.
• Visually inspect and test returned equipment to validate failure.
• Investigate failures or malfunctions to determine if they are due to manufacturing defects.
• Confer with customers via telephone or electronically to provide scripted information about products or services, discuss customer accounts, and address complaints.
• Deviate from scripts to address moderately complex inquiries.
• Follow up on difficult to moderately complex customer inquiries via call or email.
• Document and resolve difficult to moderately complex customer issues, requests, or complaints in accordance with established procedures; redirect queries to appropriate departments when required.
• Obtain and collect feedback from product development and service departments to confirm appropriate sources of materials and secondary information for customers.
• Maintain databases containing information on customer interactions and transactions to facilitate future data collection and consolidation.
• Confer with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• Promote and sell a variety of products/services to meet business targets.
• Provide after-sales support for various client contracts.
• Perform additional tasks as required by the course of business.

Requirements

• High School Diploma/GED with 2+ years of experience in warranty claims processing or hydronics OR Associate’s Degree with 1+ years of experience in warranty claims processing or hydronics.

Qualifications

• Bachelor’s Degree (preferred).
• SAP knowledge (preferred).
• Technical courses in Plumbing, Heating, and Controls, or a related discipline (preferred).
• Excellent verbal and written communication skills.
• Strong analytical thinking and problem-solving abilities.
• Experience in Microsoft Office, especially Excel.
• Self-motivated, reliable, and strong organizational skills.
• Ability to show up to work on time and complete each shift.
• Maintain assigned break and lunch schedules.

Pay

The annual salary for this position is between $79,000.00 and $158,000.00. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. This position may also be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives.
• Retirement Benefits.
• Time off and Leave: Paid vacation days (up to 15 days); paid sick days (up to 5 days); paid personal leave (up to 5 days); paid holidays (up to 13 days); birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation.
• Disability: Short-term and long-term disability.
• Life Insurance and Accidental Death and Dismemberment.
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account.
• Tuition Assistance.

The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.