Warranty Specialist
Welbilt

Job Info

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JOB DESCRIPTION

Start your career with our team! We value a strong work ethic and character. At Manitowoc Ice, we work hard to ensure that each of our employees has access to a supportive working environment which enables individuals to reach their potential, to be productive and to work to the best of their ability.

The Warranty Specialist is responsible for providing warranty management services to customers ensuring claims are promptly processed consistent with established Warranty guidelines, contracts, and coverages. Analyzes and interprets labor/part claims for legitimacy and coding accuracy. Escalates or redirects issues to appropriate functions or staff. Approves and processes claims up to a dollar amount specified by direct management.

This position will report to the Manager Customer Service and will be based in Manitowoc, WI*.

Major Accountability:

• Provide field service support through timely and accurate processing of claims (installations, PM's, labor, parts, and product improvements).
• Manage work in process (WIP) levels to agreed KPIs including accurate speed of claim data entry consistent with policy and procedures.
• Respond to customer inquiries through email, written, or phone in a timely mainly.
• Complete other related assigned tasks.

Key Task & Responsibilities:

• Develops and implements strategies and best practices for customer relationship management and retention. Collects and analyzes customer feedback to guide the continuous improvement of customer care services.
• Responds to customer issues in a way that promotes issue resolution and customer retention.
• Provides routine account servicing including account set-up and activation services maintaining customer account data/contact information to facilitate future contact.
• Contacts distributors, service companies, customers or appropriate management as required to clarify or obtain needed information to analyze claims.
• Completes phone audits with customers regarding their service experience
• Participates in process improvements, as needed.
• Skills, Knowledge & Abilities:
• Working knowledge of Microsoft Office Suite software: Excel, Word, etc.
• Good verbal and written communication skills.

Requirements:

• High school diploma or equivalent
• Requires basic interpersonal skills and an aptitude to learn and apply established processes and procedures
• Previous Technical Service or Customer Service experience
• Must be a team player

*Known as America's #1 Selling Ice Machine, Manitowoc Ice designs and manufactures a complete range of cube, flake, and nugget ice machines, ice storage bins, and ice dispensers with 200+ models in ice-making capacities from 65 to 3,000 pounds per day. Products can be found in hospitals, schools, hotels, restaurants, and convention centers all over the world. The facility in Manitowoc, WI is a division of Welbilt, Inc.

Welbilt, Inc. provides the world's top chefs, premier chain operators and growing independents with industry-leading equipment and solutions. Our innovative products and solutions are powered by our deep knowledge, operator insights, and culinary expertise. Our portfolio of 12 award-winning product brands includes Cleveland™, Convotherm®, Crem®, Delfield®, Frymaster®, Garland®, Kolpak®, Lincoln™, Manitowoc®, Merco®, Merrychef® and Multiplex®. These product brands are supported by three service brands: KitchenCare®, our aftermarket parts and service brand, FitKitchen®, our fully-integrated kitchen systems brand, and KitchenConnect®, our cloud-based digital platform brand. Headquartered in the Tampa Bay region of Florida, supported by over 5,400 employees and operating 21 manufacturing facilities throughout the Americas, Europe and Asia, we sell through a global network of over 5,000 distributors and dealers in over 100 countries. For more information, visit www.welbilt.com.

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