Warranty Post-Sales Support Specialist

We are seeking a Warranty Post-Sales Support Specialist to join our team! We are seeking a detail-oriented and customer-focused individual. In this role, you will be responsible for managing warranty claims and providing exceptional support to customers who have purchased our products. You will play a vital role in ensuring customer satisfaction by addressing their concerns and resolving issues related to warranty claims in a timely and efficient manner.

Responsibilities:

• Warranty Claims Management: Process warranty claims submitted by customers through various channels, including email, phone, and online portals.
• Documentation and Verification: Review warranty claims to ensure they meet the company's warranty policies and guidelines. Verify product information, purchase details, and warranty coverage.
• Communication: Communicate with dealers and/or customers to gather additional information about their warranty claims and provide updates on the status of their claims.
• Issue Resolution: Investigate and troubleshoot issues reported by customers to determine the root cause of the problem and recommend appropriate solutions.
• Coordination: Collaborate with internal teams, including technical support, sales, and product development, to resolve complex warranty issues and ensure a high level of customer satisfaction.
• Replacement and Repairs: Coordinate product replacements or repairs for eligible warranty claims, ensuring timely delivery and installation of replacement parts or products.
• Customer Education: Educate customers about warranty coverage, terms, and conditions to help them understand their rights and responsibilities.
• Data Management: Maintain accurate records of warranty claims, including customer information, product details, and resolution outcomes. Analyze warranty data to identify trends and opportunities for improvement.
• Feedback Collection: Gather feedback from customers regarding their warranty experience and use this feedback to identify areas for improvement in our products and services.
• Compliance: Ensure compliance with regulatory requirements and company policies related to warranty claims and post-sales support activities.

​Qualifications:

• Bachelor's degree in business administration, customer service, or a related field (preferred).
• Previous experience in a customer service or warranty support role, preferably in a manufacturing or retail environment.
• Strong communication skills, both verbal and written, with the ability to interact professionally with customers and internal stakeholders.
• Excellent problem-solving abilities and attention to detail, with a focus on delivering high-quality solutions to customers.
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining a positive attitude and customer-centric approach.
• Proficiency in Microsoft Office Suite and experience working with database software
• Knowledge of warranty policies and procedures, as well as familiarity with consumer protection laws and regulations.
• Strong organizational skills and the ability to manage time effectively to meet deadlines and achieve departmental goals.