Warranty Care Specialist

About the role

This Warranty Care Specialist role supports the accurate end-to-end resolution of post-sale customer requests, such as warranty products, customer complaints and disputes, in a timely way to ensure customer satisfaction. It reports to the Quality Manager and contributes to the ELSE division in the US (North America). The work model is onsite.

Key responsibilities

• Resolve post-sale customer requests, complaints and disputes in coordination with Sales, Operations and other internal and external teams.
• Track disputes and work with the necessary functions to speed up resolution.
• Work with the manager to provide appropriate solutions for customer claims, coordinate with related teams so that containment actions, returns, credits and debits are processed, and ensure outcomes are recorded and closed in the systems.
• Collect and archive documentation for requests, claims and disputes within the target timeline, and record all outcomes and actions.
• Report and follow up on KPIs related to warranty costs and customer complaints.
• Analyze trends in the claims process to highlight repetitive failures and support continuous improvement.

Required profile

• Bachelor's degree in Industrial Engineering, Electrical Engineering or similar.
• 2-3 years of experience in customer service within quality and engineering areas.
• Knowledge of ISO 9001 Appendix B.
• Prior experience with switchgear and circuit breakers.
• Authorization to work in the US.

Required skills

• SAP experience.
• Quality tools knowledge, including 8D, is required; a problem-solving mindset is expected.