Warranty Returns Specialist

Description

The Warranty and Return Specialist is responsible for managing all warranty claims, returns, and exchanges related to HVAC equipment, parts, and materials. This role works closely with suppliers, service technicians, purchasing, and inventory teams to ensure accurate processing, timely resolution, and financial recovery on defective or unused items. The ideal candidate is detail-oriented, well-organized, and skilled in communication and vendor coordination.

Job Responsibilities

Warranty Claims Management:

• Submit, track, and follow up on warranty claims with manufacturers and suppliers.
• Ensure all required documentation (photos, serial numbers, invoices, etc.) is accurate and complete.
• Maintain a log of claims with status updates and outcomes.
• Communicate claim resolutions to relevant internal teams.

Returns Processing:

• Coordinate the return of unused or defective parts and equipment to suppliers.
• Ensure returned items are properly labeled, documented, and shipped.
• Track credits and refunds and reconcile them with accounts payable.

Vendor & Internal Communication:

• Act as the liaison between the service/purchasing teams and suppliers for warranty and return matters.
• Communicate status updates and return procedures to technicians and warehouse staff.
• Escalate issues to vendors as necessary to resolve disputes or delays.

Inventory Reconciliation:

• Work with the warehouse team to quarantine and track return/warranty items. Move and store items in warehouse, get them ready for returns process.
• Ensure proper inventory adjustments are made following credit approval or warranty disposition.

Data and Record Management:

• Maintain accurate records of all warranty claims, return authorizations, and vendor credit memos.
• Provide regular reporting to management on claim outcomes, vendor responsiveness, and trends.

Requirements

Required Skills: 

• High school diploma or equivalent required; associate’s degree preferred.
• 2+ years of experience in HVAC, purchasing, inventory, or customer service role.
• Familiarity with HVAC systems, parts, and components preferred.
• Strong organizational and administrative skills.
• Experience with ERP or service management software (e.g., ServiceTitan, QuickBooks, etc.).
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Strong communication and problem-solving skills.

Eligibility Requirements:

• Must be willing to work from office in Stratford, CT
• Employment/education will be verified.
• Applicants must be currently authorized to work in the United States on a full-time basis
• Encon is a drug free workplace and requires post-offer pre-employment drug testing

Physical Requirements: 

• Ability to lift up to 30 lbs. occasionally.
• Periodic walking through warehouse and interaction with physical inventory.

Encon Heating & AC complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Encon Heating & AC does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

Encon is Fully licensed Lic.#395593 / MEC # 1093