Warranty Rep IV/Lead

About Us

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

About the Role

As the Lead Warranty Representative, you will provide day-to-day leadership and support to the Warranty team while serving as a key resource for complex and escalated warranty issues. This role assists the department supervisor or manager with coordinating daily activities, prioritizing workload, and ensuring the team delivers timely, accurate, and exceptional customer service. You will serve as the primary point of contact for wholesalers, manufacturers, contractors, and end-users, providing support via phone and email throughout the warranty process.

This position independently researches and resolves complex, non-standard warranty claims and provides guidance to lower-level Warranty Representatives on escalated issues.

Responsibilities

• Provide customer service and technical support related to warranty claims, product registration, and online warranty tools.
• Review and process warranty claims, including researching complex or non-standard claims and determining appropriate resolutions in accordance with company policies and procedures.
• Serve as a resource for escalated warranty issues, providing guidance and support to team members and resolving issues requiring additional research or expertise.
• Coordinate daily team activities and workload to ensure timely and effective customer support, while providing work leadership, coaching, and guidance to Warranty Representatives.
• Collaborate with internal departments and external customers, including wholesalers, manufacturers, contractors, and end-users, to research and resolve warranty-related concerns.
• Assist the department supervisor or manager with team operations, customer service initiatives, and process improvements.
• Identify recurring issues or trends and communicate opportunities for improvement to leadership.
• Maintain professional and effective communication with customers and internal stakeholders through phone and email.

Requirements

• High school diploma or equivalent combination of education and experience.
• At least 5 years of related experience.
• Knowledge of SAP.
• Excellent written and verbal communication skills.
• Working knowledge of products and parts.
• Full knowledge of warranty review processes.
• Ability to provide work leadership and mentoring.
• Advanced problem-solving skills may be required.

Pay

This is a salaried non-exempt role, meaning employees are paid a salary and receive overtime pay for hours worked beyond 40 in a week (or as required by state law). The starting salary range for this role is between $58,000 and $75,500 annually, depending on geography, market, skills, education, experience, and other qualifications. Employees are also eligible for a bonus in accordance with the Company’s applicable plan.

Benefits

• Tuition reimbursement.
• Medical, dental, and vision insurance.
• Prescription drug coverage.
• 401(k) retirement plan.
• Short-term disability insurance.
• 8 weeks paid birthing leave.
• 2 weeks paid bonding leave.
• Life and long-term disability insurance.
• Up to 12 days paid time off (depending on date of hire).
• 2 paid well-being days.
• 1 paid volunteer day.
• 10-11 paid holidays.
• 3 floating holidays per year.