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Warranty Analyst

Date: Jul 5, 2022

Location: MB, CA

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

 

WARRANTY CLAIMS ANALYST

 

The Warranty Claims Analyst will report to the Customer Care Manager. This position is centered on providing exceptional warranty service to our Dealers, Home Builders, Contractors, and their customers. We are looking for someone that sees solutions as their passion. The Warranty Claims Analyst position challenges you to be resourceful, reliable, and both customer and team focused. You will be part of a dynamic team of individuals committed to delivering on JELD-WEN’s promises.

 

As a Warranty Claims Analyst, you will:

 

  • Create, manage, and deliver Standard Operating Procedures (SOPs).
  • Perform audits on team output (claims, orders, and communications) to ensure SOP compliance and data-entry accuracy.
  • Identify training opportunities, develop training documents, and deliver the training to new and existing team members.
  • Become the technical expert on the Customer Care team by developing a comprehensive understanding of installation methods, window ratings, field repair standards, and field-testing procedures.
  • Work with the Customer Care Coordinator and Manager in a continuous improvement environment to initiate, lead, and complete PDCA (Plan-Do-Check-Act) projects.
  • Coordinate with all stakeholders to improve Customer Care tools (i.e., system entry issues, production process issues, and Customer Care SOPs).
  • Be the main point of contact for Level 2 customer escalations.
  • Identify high risk claims and work with case handlers to ensure they are on track to successful case resolution.
  • Provide daily support and backfill of the Customer Care team/functions as needed
  • Other duties as assigned

 

We are looking for someone with the following education and experience:

 

  • Grade 12 diploma or equivalent is required.
  • Experience in a fast-paced environment is required.
  • Experience in the development of Standard Operating Procedures and data analysis is an asset.
  • Experience in the manufacturing industry or with windows and doors is an asset.

 

The following qualities in a candidate are ideal:

 

  • Leadership that exemplifies core values of ownership, communication, progression, and development.
  • Proven ability to problem-solve, utilizing teamwork, resourcefulness, and a personal drive for continuous improvement.
  • Be both customer and team focused and contribute to building a positive team spirit and attitude.
  • Strong organizational and prioritization skills for effective multi-tasking.
  • An effective and persuasive communicator, both verbally and written, in negative and positive situations.
  • Detail-oriented without losing focus on larger business goals.
  • A reliable and/or dependable nature with the ability to follow through with instructions and respond to management direction.

 

What does JELD-WEN provide you?

 

  • Competitive salary and comprehensive benefits package including health, dental, and life insurance.
  • Defined contribution pension plan with company matched pension contributions.
  • Employee and Family Assistance Program

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services