Warranty Test & Technical Support Specialist

Main Responsibilities

• Serves as a point of contact for clients, field technicians, or dealers experiencing equipment issues.
• Communicate clearly and professionally with customers via phone and email regarding repairs, claims and warranty procedures.
• Maintain accurate records of warranty claims, repairs and service history for all customers.
• Generate and submit reports on repair shop performance, warranty claim status, and inventory usage.
• Verify warranty eligibility by checking purchase history, usage parameters, and claim guidelines.
• Physically test or tear down returned products to confirm reported failures.
• Troubleshoot hardware or software problems and guide users through safe repair procedures.
• Log technical issues, part replacements, and service repairs into CRM platform.
• Create reports on product performance and warranty liabilities to identify recurring defects.
• Track and process return authorization forms, order replacement parts, and ensure defective components are returned for further testing.
• Act as bridge between end-users and internal teams.

Competencies & Skills

• Strong working knowledge of electrical, mechanical, or electromechanical systems.
• Diagnostics Skills: The ability to read and interpret schematics, engineering drawings, and maintenance manuals.
• Excellent written and verbal communication to explain complex technical fixes to non-technical users.
• Experience using enterprise resource planning (ERP) or customer relationship management (CRM) software to track tickets and manage claims.

Education & Experience

• 2+ years of experience in pumps installation, service or repair, agriculture, water treatment or mechanical systems equivalent.
• Ability to read and comprehend engineering drawings and data, understand water hydraulics and pump curve.
• High attention to detail and extremely organized.
• Working knowledge and use of digital multimeter device.
• Proficient with CRM software and basic office software (ie Microsoft Office, Excel).
• A self-driven, problem solver capable of assessing equipment failure and repair; willingness to continue learning.