Description
THE ROLE
The JELD-WEN Warranty Assistant is tasked with supporting our company’s commitment to provide world-class, after-sales service. The Warranty Assistant will support this initiative by serving as the primary point of contact for the end-users that file warranty claims. Warranty Assistants are required to communicate directly with these customers to ensure each claim is resolved in a timely and satisfactory manner.
Principle Duties and Responsibilities
- Acknowledge receipt of all claims received via phone, fax, EPC, and email upon receipt.
- Initiate and maintain accurate service records for all qualifying incidents.
- Create service parts orders (SPO’s) and chargeable service parts orders (CSP’s)
- Create field service dispatches as needed.
- Schedule dispatches and inform customer of appointment dates.
- Generate and provide customers with quotes for chargeable services.
- Troubleshoot and advise customers on service-related claims and/or product information.
- Maintain frequent communication with customers concerning the progress of their claim.
- Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction.
- Maintain a thorough understanding of all JELD-WEN warranties past and present.
- Negotiate win/win scenarios for all out of warranty service claims.
- Develop and maintain resources necessary for identifying and ordering obsolete parts.
- Familiarize oneself with the history and progression of our product lines.
- Other duties may be assigned
