Warranty Specialist

JELD-WEN is currently seeking a Warranty Specialist to join our growing team.

THE ROLE

The Warranty Specialist is tasked with supporting our company’s commitment to provide world-class, after- sales service. Warranty Specialist serves as the primary point of contact for claims of incidents of customer dissatisfaction that are initiated by traditional dealers and other strategic accounts. The Warranty Specialist will communicate directly with customers at all levels to ensure each incident is resolved in a timely and satisfactory manner.

Principle Duties and Responsibilities

• Acknowledge receipt of all claims received via phone, fax, EPC submittal and email.
• Initiate and maintain accurate service records for all qualifying incidents.
• 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.
• Troubleshoot or advise customers on service-related issues or product information.
• Maintain frequent communication with customers, sales representatives, and our business partners to keep them informed of the progress of each claim.
• Ensure a timely and satisfactory resolution for all incidents.
• Maintain a thorough understanding of the traditional dealer customer channel.
• Develop and maintain relationships with Sales and strategic account members.
• Maintain knowledge of sales initiatives, targeted accounts, and product changes.
• Maintain a thorough understanding of current products or manufacturing processes.
• Expert knowledge in installation, assembly instructions and other generally accepted installation practices
• Troubleshoot complex issues with builders, contractors, and other industry experts.
• Initiate service records for all qualifying claims same day as receipt
• Other duties may be assigned

Knowledge, Skills, Abilities

• Intermediate to expert level skill in Microsoft Office applications
• Leadership capabilities and/or handling 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, or processes.
• Strong communication skills (verbal and written)

Education and Experience

• Bachelor’s degree from an accredited institution required (years of experience will be considered)
• 5+ years related experience and/or training
• Supervisory experience a plus
• Titan, Doclink, or SAP experience required.
• 3+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred.

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.

About JELD-WEN Holding, Inc.

JELD-WEN is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Headquartered in Charlotte, N.C., the company operates facilities in 16 countries in North America and Europe and employs approximately 18,000 people. Since 1960, the JELD-WEN team has been committed to making quality products that create safe and sustainable environments for customers, associates and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; and Swedoor® and DANA® in Europe. For more information, visit jeld-wen.com.

In 2022, Newsweek named JELD-WEN as one of America’s Most Trustworthy Companies.

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. As a global organization, specific benefits may vary, however typically including medical & dental, generous leave policies, retirement program, etc.

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.

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.