Warranty Specialist

Responsible for end-to-end warranty and field service administration including but not limited to receiving and processing warranty/DNB orders, coordinating internal teams to resolve issues quickly, and driving corrective action through root-cause validation and trend reporting. This role supports customer satisfaction and continuous improvement by ensuring warranty cases are documented, investigated, communicated, and closed accurately and on time.

MAJOR RESPONSIBILITIES

• Own warranty case management from intake to closure by logging, tracking, and following up on all warranty and field service work to ensure timely resolution and clear documentation.
• Process warranty and DNB order entry accurately and efficiently, ensuring correct item details, warranty codes, and required approvals are documented in the system.
• Coordinate cross-functionally to execute warranty solutions by partnering with Scheduling, Production, Shipping, and Purchasing to add work to production/shipping schedules and remove barriers to completion.
• Lead internal problem-solving and corrective action workflow by applying the appropriate method (5-Why vs. CAR) to complaints, facilitating investigations, and ensuring countermeasures are assigned and completed.
• Validate and audit root cause and warranty coding by reviewing root-cause determinations, auditing warranty codes monthly prior to KPI reporting, and improving coding discipline and accuracy.
• Analyze data, track trends, and recommend metrics by identifying repeat issues, quantifying impact, and proposing LDM (as defined by CFX) metrics and continuous improvement opportunities based on warranty data.
• Manage assigned projects within Innergy by independently planning, executing, updating stakeholders, and closing projects tied to warranty, service, or customer complaint resolution.
  (Initially, fully handles Tailored Closet/TTC warranty support until a dedicated headcount is established.)
• Required to follow all company Safety Rules and Procedures. (including but not limited to PPE)
• Required to maintain consistent and acceptable attendance according to the assigned schedule provided by the manager as well as the Team Member Handbook.
• Meet departmental goals and defined key performance indicators (KPIs).
• Other duties as assigned.

• High school diploma or GED required.
• 3 years in warranty administration, customer service operations, quality support, production coordination, or similar role in manufacturing/distribution.
• Demonstrated experience driving issue resolution across departments (Scheduling/Production/Shipping/Purchasing).
• Strong working knowledge of root cause/problem-solving tools (5-Why; CAPA/CAR concepts).
• Proficiency with ERP/order entry systems and Microsoft Office (Excel required; ability to analyze and present data).
• Strong communication skills (written and verbal) with ability to be appropriately assertive/persistent while maintaining professionalism.
• Lean/Six Sigma exposure preferred.
• Experience with project management in an ERP/workflow tool (Innergy preferred). 

SKILLS/COMPETENCIES

• Analytical and data-driven decision making; comfortable working with trends, dashboards, and KPIs.
• Strong “pushy (in a professional way)” follow-through: able to drive closure, challenge gaps, and hold owners accountable.
• Structured problem solving (5-Why, corrective action thinking, documentation discipline).
• High attention to detail and accuracy (order entry, warranty codes, root cause fields).
• Customer-focused mindset with ability to de-escalate concerns and communicate clearly.
• Organization, prioritization, and time management across many open cases.
• Collaboration and influence without authority; “We Not Me” teamwork. 
• Possesses the ability to understand and follow instructions.
• Ability to work collaboratively and well with teammates.

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