Warranty Specialist

About the role

The Warranty Specialist plays a crucial role in the administration of Kohler’s warranty program. They are responsible for processing claims, maintaining supplier agreements, and resolving customer issues. This role requires a strong background in electrical and mechanical aptitude, as well as experience in warranty or customer service.

Responsibilities

• Review and adjudicate warranty claims for processing.
• Administer the return of warranty claims that do not meet Kohler warranty policy.
• Review and adjudicate sales policy adjustment claims.
• Secure approval by management of warranty claims over the Warranty Specialists approval limits.
• Review warranty publications and provide input / suggestions as needed to change policies.
• Review and resolve Kohler customer warranty issues as needed.
• Generate reports from the warranty system requested by management.
• Review reports as needed to assist the Manager of Technical Services in administration of warranty for the division.
• In conjunction with Services, administer the RMA (return material authorization) program for recall of failed supplier parts for analysis.
• Help monitor receipt of failed parts. Suggest opportunities for parts to return for evaluation and/or return to supplier.
• Provide information to Kohler distributors, dealers, and OEMs concerning warranty claims processing.
• Follow-up with customers on information requested to ensure claims are moving through the adjudication process.
• Handle issues concerning unit startups, registrations, and extended warranty applications that are brought to the warranty department.
• Develop, implement, and maintain warranty system documentation alerts, and notices in the on-line literature and in the on-line warranty system.
• Suggest changes or new warranty policies / procedures to provide enhanced warranty claim adjudication and/or reduce Kohler warranty processing costs.
• Maintain as needed the flat rates, warranty policies, and global parameters in the warranty system to ensure correct and efficient processing of warranty claims.
• Request Warranty Policy and Procedures manual changes to keep documentation current with policies.
• Absorb tasks and projects assigned by the Manager of Technical Services.
• Contact for troubleshooting issues with the online warranty site as well as assisting users with questions related to claims processing, returns, and specific warranty policies and procedures.
• Maintenance of users and security in the online warranty system.

Requirements

• A bachelor’s degree or an associate degree is preferred; alternatively, a minimum of two years of relevant experience is required.
• Strong electrical and mechanical aptitude.
• Prior warranty or customer service experience in a related technical field is highly beneficial.
• Exceptional computer and typing skills with the ability to learn new systems quickly.
• Business training or experience, ideally within customer service, sales, or quality.
• Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Qualifications

• Must be authorized to work in the US without requiring sponsorship now or in the future.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Microsoft Office Suite.

Benefits

• Competitive compensation and benefits.
• Work-life flexibility.
• Recognition and rewards.
• Development and career opportunities.
• A safe and inclusive workplace.

Pay

The specific Salary rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. The Salary range for this position is $63,100.00-$79,500.00.

Schedule

This hybrid role requires 3 days per week onsite from our Hattiesburg, MS location.