Warranty Manager

Job Description
Objective: The Warranty Manager is a crucial part of our company's initiative to enhance the CE customer experience. This role will manage a team of Customer facing and financial Warranty Advocates, providing support to our customers utilizing our digital platforms/resources. The Warranty Manager will oversee and ensure efficient execution of Salesforce cases, claim management, and issuance of customers' credits and debits.
Duties and Responsibilities:

• Responsible for daily interaction with our customers in a friendly, courteous, efficient, and professional manner.
• Manage and guide the team in following up promptly on all customer requests for information regarding warranty eligibility and claims lifecycle.
• Ensure proactive communication with customers about any expected delays or issues with their claims.
• Oversee and ensure effective communication and documentation with customers utilizing provided CRM/Salesforce and other various associated platforms.
• Lead the team in researching, navigating, and independently or collaboratively to locate answers to resolve customer requests, claims, or issues.
• Encourage a team-oriented mindset to identify potential enhancements and process improvements.
• Manage the research of warranty claims by partnering with customers, store associates, and customer Assurance Managers to obtain pertinent information.
• Impliment processes for entering warranty claims in our database system, verifying and double-checking the accuracy of information through each step of the process.
• Embrace and support the implementation of enhanced automation such as AI and RPA that will result in increased accuracy and expense reduction.
• Impliment strategic recruitment, hiring and coaching practices that cultivate a positive and supportive team environment that propels associate engagement and organizational success.
• Ensure the submission of requests to the manufacturer for needed updates and follow through to closure.
• Utilize and analyze daily and weekly reports to ensure the issuance of customers' credits in a timely manner.
• Create and ensure the closure of factory credit memos by utilizing, analyzing, and reconciling the weekly financial reports.
• Provide warranty resources to support and train cross-functional departments including stores and sales staff.
• Establish and monitor team KPIs and goals, utilizing data to drive decision making and improve customer service.
• Pivot team as necessary to support changing customer and business needs, ensuring flexibility and adaptability in a dynamic business environment.
• Assist with special projects as required.

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About Us
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Find out more about CE at www.carrierenterprise.com.
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
Requirements
Required Qualifications:

• Exhibits strong leadership qualities and excels at communicating effectively both verbally and in written format.
• Must have a strong work ethic, high energy, enthusiasm, and a customer-centric mindset, as well as a desire to succeed.
• Experience in a high-volume fast-paced Customer Warranty Service environment with tech-savviness, analytic, and reconciliation skills.
• Must be well organized, detail-oriented, and have good computer/data entry skills; should be proficient in use of digital applications such as CRM/Salesforce.
• Must possess exceptional leadership and team management skills, effectively leading and motivating a team in both remote and in office settings, while adapting their scheudle to align with changing business demands.
• Four-year degree or equivalent relevant work experience

Preferred Qualifications:

• Experience working with general contractors in a B2B environment is preferred but not required.