Warranty Assistant

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.

THE ROLE

The JELD-WEN Warranty Associate is tasked with supporting our company’s commitment to provide world-class, after-sales service. The Warranty Associate will support this initiative by serving as the primary point of contact for the end-users that file warranty claims.  Warranty Assistants are required to communicate directly with these customers to ensure each claim is resolved in a timely and satisfactory manner. 

Principle Duties and Responsibilities 

• Acknowledge receipt of all claims received via phone, fax, EPC, and email upon receipt. 

• Initiate and maintain accurate service records for all qualifying incidents. 

• Maintain failure code reporting for all incidents reports 

• Create service parts orders (SPO’s) and chargeable service parts orders (CSP’s) 

• Create field service dispatches as needed. 

• Schedule dispatches and inform customer of appointment dates. 

• Generate and provide customers with quotes for chargeable services. 

• Conduct a Virtual Remote Assistant session (VRA). 

• Troubleshoot and advise customers on service-related claims and/or product information. 

• Maintain frequent communication with customers concerning the progress of their claim. 

• Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction.  

• Maintain a thorough understanding of all JELD-WEN warranties past and present. 

• Communicate and collaborate with different business channels to provide customer with timely satisfaction.  

• Negotiate win/win scenarios for all out of warranty service claims. 

• Develop and maintain resources necessary for identifying and ordering obsolete parts. 

• Familiarize oneself with the history and progression of our product lines. 

• Other duties may be assigned 

Knowledge, Skills, Abilities  

• Intermediate skill in Microsoft Office applications 

• Ability to read product details and schematic drawings.  

• Ability to handle escalated customer service situations. 

• Ability to manage escalations and resolve problems in a timely manner. 

• Passionate about providing the exceptional customer experience.  

• Ability to quickly learn new software, systems, processes, and our products. 

• Strong communication skills (verbal and written) 

Education and Experience 

• Associates degree from an accredited institution required  

• 3 years related experience and/or training in Lieu of Associates degree 

• ERP systems, CRM, or SAP experience a plus 

• 2 years Customer Service experience with manufacturing products 

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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