Warranty Specialist

About the role

ADP (Advanced Distributor Products), a Lennox International company, is the #1 producer of residential evaporator coils in the USA. This Warranty Specialist role administers warranty claims and registrations while providing exceptional support to distributors, dealers, sales representatives, and internal departments. The position serves as the primary point of contact for warranty inquiries, claim processing, product registrations, credits and returns, dealer portal support, and warranty reporting. The ideal candidate is highly organized, customer focused, detail oriented, and able to manage multiple priorities in a fast-paced environment.

Responsibilities

• Warranty Administration: Review, evaluate, and process manual and automated warranty claims for accuracy and policy compliance; process warranty registrations and correct registration errors; 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; communicate effectively with Regional Sales Managers and internal stakeholders regarding warranty activity; support process improvements that enhance warranty administration efficiency and customer experience; participate in special projects and additional departmental responsibilities as assigned.

Qualifications

Required

• High school diploma or equivalent required; Associate’s degree preferred.
• Minimum of 3 years of customer service, warranty administration, claims processing, order management, or related experience.
• Experience reviewing and processing warranty claims.
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong attention to detail with a high degree of accuracy.
• Ability to manage multiple priorities while meeting deadlines.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Experience working within ERP and business systems.

Preferred

• Experience in HVAC manufacturing, distribution, or related industries.
• Experience using SAP or similar ERP systems.
• Knowledge of warranty administration, product registration, returns, credits, and freight claims.
• Experience preparing operational reports and maintaining performance data.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Excellent analytical and problem-solving abilities.
• Ability to interpret warranty policies and procedures.
• Ability to communicate professionally with customers and internal teams.
• Ability to work independently while collaborating across multiple departments.
• Demonstrated commitment to accuracy, confidentiality, and customer satisfaction.
• Ability to adapt to changing priorities in a fast-paced environment.
• Performs other duties and special projects assigned in support of departmental and organizational objectives.

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, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year (subject to applicable eligibility requirements and date of hire)

Pay

The starting salary range for this role is between $45,600 and $59,850 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.