Warranty & Returns Specialist (Operations & Maintenance)

Warranty & Returns Specialist (Operations and Maintenance)

Job Level: Specialist

Location: Orem Utah, In-person or Remote

Shift: Full-Time

Department: Operations and Maintenance

Division: Blue Raven Solar

Compensation: $18-20/hr

Benefits: Full-time employees are eligible for Health, Dental, Vision, & Life and Accident insurance, an HSA Savings Account, and the opportunity to receive stock options.

SunPower: With decades of experience, we are a U.S.-based solar company committed to providing reliable and sustainable energy and storage solutions. Clean energy and storage should be accessible to everyone. SunPower delivers all-in-one residential solar solutions with personal customer service, leading in sustainability through ethically sourced materials and low environmental impact.

SunPower supports the transition to clean energy through streamlined, dependable solar solutions designed to meet diverse needs while minimizing environmental impact. By prioritizing ethically sourced materials and collaborating with nonprofit organizations, we are expanding access to solar technology and contributing to a more sustainable, resilient future.

About the Role

We're looking for a detail-oriented and customer-focused Warranty & Returns Specialist to join our Operations and Maintenance team. In this role, you'll manage the full lifecycle of product warranty and replacement cases — from the first customer report to final resolution. You'll coordinate with field teams, suppliers, and customers to make sure every issue is handled quickly, accurately, and with great communication.

This position plays a key role in keeping our systems running smoothly and our customers satisfied by reducing downtime and ensuring timely, effective warranty service.

What You'll Do

Case Management

• Take ownership of incoming warranty and return requests, ensuring each case is handled efficiently and with care.
• Review and prioritize cases based on urgency, impact, and customer needs.
• Assign work orders and ensure all involved parties have the information and materials they need to succeed.

Operational Coordination

• Act as the main link between customers, field technicians, vendors, and internal departments.
• Coordinate product replacements, shipping, and on-site service visits.
• Adjust plans as needed to account for inventory changes, scheduling conflicts, or shifting priorities.

Tracking and Reporting

• Monitor progress of warranty cases and identify opportunities to improve processing speed and accuracy.
• Prepare reports that highlight common issues, root causes, and areas for improvement.
• Support leadership with insights into performance, cost control, and customer satisfaction trends.

Process and Team Development

• Help refine and document standard procedures for warranty and return handling.
• Participate in problem-solving discussions to prevent recurring product issues.
• Share lessons learned to strengthen team performance and efficiency.

Customer and Partner Engagement

• Serve as the main point of contact for customers throughout the warranty process.
• Communicate updates clearly and professionally, ensuring expectations are well managed.
• Work collaboratively with customers and partners to reach fair, timely solutions.

Who You Are

You thrive in fast-paced environments and take pride in getting details right. You're a natural problem-solver with strong communication skills and a service mindset. You're comfortable juggling multiple priorities and finding smart, efficient ways to get results.

What You Bring

Required:

• 2 years of experience in operations, scheduling, logistics, or customer service.
• Proven ability to manage multiple cases or projects at once.
• Strong written and verbal communication skills.
• High school diploma or equivalent.

Preferred:

• Experience with warranty or returns coordination, particularly in technical, manufacturing, or service industries.
• Familiarity with business software like customer management or tracking systems.
• Basic understanding of electrical or mechanical systems (a plus, not a must).
• Associate or bachelor's degree.

How Success is Measured

• Response time from case creation to initial contact or action.
• Time from issue reporting to full resolution.
• Accuracy and completeness of warranty records.
• Reduction in repeat warranty incidents.
• Cost recovery and efficiency in warranty handling.
• Customer satisfaction and feedback on service quality.

Why You'll Love Working Here

At SunPower, we believe in delivering reliability, transparency, and care in every interaction. You'll join a supportive team that values initiative, problem-solving, and growth. Whether you're in the office or working remotely, your work will directly help customers get the most from their solar systems while supporting a cleaner energy future.