Warranty Rep IV/Lead

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

What Drives Success

As the Lead Warranty Representative, you will provide day-to-day leadership and support to the Warranty team while serving as a key resource for complex and escalated warranty issues. This role assists the department supervisor or manager with coordinating daily activities, prioritizing workload, and ensuring the team provides timely, accurate, and exceptional customer service.

The Lead Warranty Representative serves as a primary point of contact for wholesalers, manufacturers, contractors, and end-users, providing support by phone and email throughout the warranty process. This position independently researches and resolves complex, non-standard warranty claims and provides guidance and support to lower-level Warranty Representatives on escalated issues.

Duties include, but are not limited to:

• Provide customer service and technical support related to warranty claims, product registration, and online warranty tools.
• Review and process warranty claims, including researching complex or non-standard claims and determining appropriate resolutions in accordance with company policies and procedures.
• Serve as a resource for escalated warranty issues, providing guidance and support to team members and resolving issues that require additional research or expertise.
• Coordinate daily team activities and workload to help ensure timely and effective customer support, while providing work leadership, coaching, and guidance to Warranty Representatives.
• Collaborate with internal departments and external customers, including wholesalers, manufacturers, contractors, and end-users, to research and resolve warranty-related concerns.
• Assist the department supervisor or manager with team operations, customer service initiatives, and process improvements.
• Identify recurring issues or trends and communicate opportunities for improvement to leadership.
• Maintain professional and effective communication with customers and internal stakeholders through phone and email.

What We Are Looking For

• Requires a high school diploma or an equivalent combination of education and experience.
• At least 5 years related experience.
• Must have knowledge using SAP.
• Excellent written and verbal communication skills.
• Requires a working knowledge of products and parts.
• Must have full knowledge of warranty review processes.
• Must be able to provide work leadership and mentoring.
• May require advanced problem solving. 

What We Offer

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law).  The starting salary range for this role and market is between $58,000-$75,500 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 10-11 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law. We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact CandidateAccommodations@Lennox.com.

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