Quality Warranty Specialist

Job Title: Quality Warranty Specialist   

Job Summary: A customer service position responsible for effectively assisting customers with their concerns through the RMA process.  

This position has a significant impact on internal  and external customer satisfaction.                           

Essential Duties and Responsibilities:      

 Primary contact for customers w/product or service concerns covered by our warranty.  

Negotiating resolutions to those concerns .     

Understands our warranty       

Represents the company in handling and resolving customer complaints.  

Represents the voice of the customer internally.     

Communicates with all individuals whose involvement impacts customer communications. Track shipment status of customer replacement orders.   

 Performs root cause analysis for customer issues.     

Assimilates customer instructions, issues credits or writes customer orders if necessary. 

Maintain record of RMA activity tracking as required.   

 Any special assignments as required.      

Other duties as assigned.                                                  

Education, Experience and Qualifications:      

High School Diploma or Equivalent.      

Good interpersonal skills.       

Must be able to learn to read a tape measure, calipers and other measuring tools as required. Computer literacy on company supported programs.    

Experience in customer service, ideally selling a custom manufactured product preferred. 

Ability to learn to read and interpret blueprints and shop drawings.   

Must be able to visually inspect parts for defects.     

Knowledge of Root Cause Analysis & Corrective Action.    

Ability to communicate with personnel at all levels within the organization.                                  

Work Environment and Physical Requirements:     

 Must have the ability to read, write, speak and understand English, plus have adequate hearing and visual acuity and superior understanding of verbal and written instructions. 

Working environment is in  an air-conditioned cubical w/occasionally physically going into an manufacturing/warehouse setting.   Safety glasses with side shields are required in the manufacturing environment as well as hearing  protection and toe protection. 

Must effectively communicate on the telephone while entering data on computer. 

Some reaching, gripping, and carrying up to 50 lbs., standing, stooping, bending,  stretching, squatting and walking in addition to being seated a good portion of the day. 

Good communication skills are required in addition to understanding verbal and written instruction. 

Must  handle multiple tasks and perform effectively in a fast paced, high stress work environment often  times without direct supervision.                 

Formal Training / Certification requirements:

High School diploma or legally recognized equivalent