Warranty Support

POSITION SUMMARY:

This position is responsible for the timely processing of warranty claims while fostering and maintaining excellent business and customer relations with Alcom’s dealer network. The position works within Alcom’s internal support team of Sales, Production, and Quality Departments.

FUNCTIONS AND RESPONSIBILITIES:

• Represents the Company and projects a professional image with all customer and dealer communications.
• Maintains a positive and professional working relationship with peers, Management, and support resources with a constant commitment towards teamwork and exemplary customer service.
• Answers dealer calls related to warranty concerns and considerations.
• Evaluates potential claim against warranty criteria and determine qualification and category of claim.
• May review documentation, such as pictures and descriptions of the product performance concern, assesses claim against warranty policy, and categorizes appropriately.
• Corresponds timely to dealer calls and emails and provides status updates regarding response and resolution of potential warranty claims.
• Closely adheres to warranty claim process.
• Utilizes technical knowledge and understanding of trailer components and performance expectations and uses an internal network of experts to help make decisions on items of significance or uniqueness.
• Provides thorough dealer correspondence, including discussions on possible “fix” solutions, and may need to offer fix instructions.
• Writes up, categorizes, and documents warranty claim issues for tracking and reporting.
• May communicate to dealers on identified quality concerns in advance of claims.
• Follows up on open warranty claims and works towards aggressive closure.
• Approves warranty repairs with the position’s authority and gain authorization from Management for repairs above the line of authority concerning parts, materials, labor, etc.
• Leads and manages the warranty process to ensure that doing business with Alcom remains a positive experience for both our dealer base and associated customer base.
• Performs related duties as needed upon request by direct supervisor or Company manager.

Responsibilities/Measurements:

• Accuracy and timeliness of warranty claim inquiry responses and closure.
• Dealer customer service satisfaction.

Knowledge, Skills, Abilities:

• Two-year business degree preferred.
• Prior experience in warranty and repair preferred.
• Ability to maintain a professional Company image both during and off work hours.
• Ability to make reasonable and fair decisions with a favored positive customer satisfaction outcome as a goal.
• Excellent; decision-making, customer service, computer, time management, follow-up, oral and written communications skills, as well as an ability to learn and relate to structural, mechanical, and cosmetic product expectations and performance requirements