Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™. We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return. Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities. We offer competitive compensation packages, training and advancement opportunities. YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work. By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship.

Position Summary

The purpose of this position is to lead and manage the warranty claims process to timely resolve customer / homeowner product issues in a cost-effective manner.

Essential Functions and Key Responsibilities

• Process / Enter Warranty claims.
• Customer/ Homeowner contact and follow-up to confirm receipt of claim.
• Discuss and review claim along with noting customer’s concerns.
• Schedule appropriate service date and time.
• Schedule the appropriate repair resources.
• Maintain regular contact to ensure resources will be available on schedule on time to meet customer service date and time.
• Own and build strong relationships of the field service resources to promote timely and cost-effective coordination of work to complete warranty issue.
• Oversee and ensure that all required material (replacement units, parts, installation materials) comes together in a timely manner and aligns with the resources that will remediate the repair and aligns to the customer’s expected service date and time.
• Follow up with customer after service work is completed to ensure they were satisfied and or solicit customer suggestions to improve the experience.
• Perform trend analytics on warranty claims to serve as an “Early Warning” message to the (5) manufacturing teams.
• Transform warranty claim data into the data system and work as necessary with the Quality Engineer to communicate issues to the manufacturing teams (i.e. closing the loop between floor actions and Warranty Claims).
• Along with the CSR manager, develop a handful of meaningful KPI’s to monitor the warranty claim process.

Qualifications and Skill Requirements

• High School diploma/GED (minimum)
• Be vigilant about safety
• Quality - conscious, oriented to excellence

YKK AP America Inc. is an Equal Opportunity Employer committed to a culturally diverse workforce. We take affirmative action to ensure equal opportunity for all qualified applicants to receive consideration for employment without regard to race, religion, color, age, sex (including pregnancy), national origin, sexual orientation, gender identity, disability status or protected veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window).

YKK AP America Inc. will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window).

YKK AP America Inc. participates in the E-Verify program as required by law. Learn more about the E-Verify program (Opens in a new window).

YKK AP America Inc. is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow the process outlined below when applying for a position: Provide your name and contact information to YKK AP's Accommodations team at accommodationrequest@ykkap.com. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.

Employment with YKK AP America Inc. is conditioned upon successfully completing a negative drug test for the presence of illegal drugs.