Warranty Specialist

External Job Description

Purpose of Role

The Warranty Specialist position is responsible for customer satisfaction in the management of warranty and service.

Key Responsibilities:

• Follow established safety rules and actively participate the company’s Accident Prevent Program.
• Understand customer requirements and make commitments, considering VPI capacities. Communicate those commitments to the customer by email, phone, text message, etc.
• Must be highly proficient in Microsoft Office including Outlook, Word, and Excel.
• Understand the construction industry and have some technical window knowledge.
• Work closely with customers, the outside sales team and field service technicians to satisfy customer requests promptly.
• Make independent decisions to satisfy customer needs, such as contracting third-party subcontractors, ordering specialty equipment, local jurisdictions (permits), and hiring temporary labor.
• Receive, edit, input and confirm customer orders and quotations using the company ERP.
• Create and distribute change order requests as needed. Process credit card authorization forms.
• Schedule work to be performed by service techs using Cantor, Salesforce, SharePoint and Procore.
• Maintain close relationships with jobsite professionals. You are the communication link related to all facets of a service, including scheduling, production, delivery, and punch lists completion.
• Other administrative functions as needed.

Working Conditions:

• Office Environment
• Occasionally lifts 25lbs
• Stationary

Scheduling:

This position is regularly scheduled for 40 hours per week, Monday through Friday. More time may be required to complete the job, especially during peak business months. Must be available within standard VPI customer service hours.

Required Qualifications:

• High School Diploma/GED required. Associate's degree preferred or 5 years of experience in construction industry or manufacturing.
• Experience with database software, ability to quickly learn new software.
• Minimum of 2 years of experience in a customer service role.
• Deadline and detail oriented.
• Ability to work under limited supervision.
• Strong verbal and written communications skills.
• Ability to diffuse difficult conversations.
• Proven problem solving skills.
• Highly proficient in Microsoft Office.
• Proficient in basic data entry
• Works well in a team environment, with a diverse workforce.
• Ability to perform several tasks concurrently with ease and professionalism.
• Strong math skills.

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