Warranty Specialist I

Description

We are Convotherm! We design, manufacture and supply best-in-class commercial combi steamer ovens for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.

As a remote Warranty Specialist I, you are responsible for providing warranty management services to customers, ensuring claims are promptly processed in accordance with established warranty guidelines, contracts, and coverages.

Reporting directly to the Manager Product Service, this position will be based out of our Mayfield Heights, Ohio facility and will be fully remote.

MAJOR ACCOUNTABILITY:

• Provide field service support through timely and accurate processing of claims (installations, PM's, labor, parts, and product improvements).
• Manage work in process (WIP) levels to agreed KPIs including accurate speed of claim data entry consistent with policy and procedures.  
• Respond to customer inquiries through email, written, or phone in a timely mainly.
• Complete other related assigned tasks.

Qualifications

KEY TASKS & RESPONSIBILITIES:

• Develops and implements strategies and best practices for customer relationship management and retention.
• Collects and analyzes customer feedback in order to guide the continuous improvement of customer care services.
• Responds to customer issues in a way that promotes issue resolution and customer retention.
• Provides routine account servicing including account set-up and activation services maintaining customer account data/contact information in order to facilitate future contact.
• Contacts distributors, service companies, customers or appropriate management as required to clarify or obtain needed information to analyze claims.
• Completes phone audits with customers regarding their service experience.
• Provide data to for warranty reporting.
• Escalate claim issues/approvals to appropriate functions or staff.
• Participates in process improvements projects, as needed.

EDUCATION & EXPERIENCE:

• High School diploma or equivalent is required.
• Prior customer service, technical service or administrative experience is strongly preferred.
• Familiarity or prior experience working with Customer Relationship Management (CRM) software and other databases used in claims processing is preferred.
• Experience working knowledge of Microsoft Office Suite software: Excel, Word, etc. is required.

SKILLS & ABILITIES:

• Strong verbal and written communication skills is required.
• Ability to successfully build and maintain customer relationships.
• Ability to prioritize and manage time effectively.
• Ability to analyze claims and determine their validity.
• Must demonstrate strong problem-solving skills and attention to detail.
• Demonstrates team-work and a positive can-do attitude.
• Ability to sit or stand in a remote office environment for extended periods of time.
• Must align with the Company core values.
• Ability to travel up to 5% of the time, as needed.

OUR BENEFITS:

We believe that our people our one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…

*Convotherm, a Welbilt brand, is a leading manufacturer of a full range of combi steamer ovens, designed for reduced energy and water consumption, lower operating costs, and fast intuitive operation. Our facility based in Mayfield Heights, OH supports our Convotherm brand, a division of Ali Group.

For more information about Convotherm, visit www.convotherm.com 

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace.  All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.