Senior Analyst - Warranty Administration

Job Number: 3179

External Description:

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

We are looking for a Warranty Administrator Analyst to join our Syracuse, NY Customer Care Center team. This position is responsible for reviewing, analyzing, entering, processing, and adjudicating warranty claims submitted through the aftermarket network. The position involves regular interaction with the aftermarket network in the form of phone and email support. The position will include being a liaison between our customers both internal and external and the Warranty Administration team. The ideal candidate will have a strong desire to examine current processes for opportunities for improvement and streamlining.

Key Responsibilities

• Primarily responsible for handling requests from our Midea JV
• Identify and communicate best practices to Distribution in a professional manner on an as needed basis
• Participate in Distributor/Group training as needed
  Review and adjudicate claims that come to review based on company policies and guidance from supporting departments. Organize and annotate incoming claims in accordance with procedures. Enter / update warranty claim data into the warranty system.
  Be able to communicate professionally when advising channel partners that their claims are do not adhere to policy or require additional information.
• Communicate professionally and accurately when responding to customers in regard to questions sent through Salesforce channel
• Work with PHDB support to ensure all models in SAP are reflected in PHDB and ServiceBench and all serial numbers are feeding over
• Investigate and load correct policies to new models entered into ServiceBench
• Investigate like for like models to ensure correct warranty classes are reflected
• Evaluate processes on an ongoing basis for improvement opportunities. Work with ServiceBench liaison to capture requirements.
• Backup and support the Warranty Administration Team

Basic Qualifications

• HS Diploma or GED 
• 2+ years of customer service experience
• 1+ years of experience with the Microsoft Office Suite

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Knowledge of Service Bench and Salesforce
• Excellent communication skills, both written and verbal
• Great organization skills with a focus on results
• Detail oriented, accurate, and precise in approach to work.
• Proficient in analyzing information using basic queries and spreadsheet tools.
• A true team player who has the customer’s best interests first and foremost

RSRCAR

#LI- onsite

Job Number: 30122457

Community / Marketing Title: Senior Analyst - Warranty Administration

Location_formattedLocationLong: New York, US