Warranty & Customer Service Specialist

Description

The Warranty & Customer Service Specialist is responsible for overseeing escalated warranty cases, negotiating outcomes with customers and installers, and ensuring that service delivery aligns with company policies and customer expectations. This role requires a well-technical understanding, problem-solving skills, and the ability to manage escalations professionally. You will act as the key point of contact between customers, installers, distributors, logistics partners, and internal technical and commercial teams.

• Lead and manage escalated warranty claims.
• Facilitate discussions between installers, distributors, and internal engineering teams.
• Negotiate resolutions with customers, installers, and partners to achieve fair and cost-effective outcomes.
• Oversee RMA processing, replacement orders, field service requests, and logistics coordination.
• Support relationship management with key installation partners and service providers.
• Act as the escalation contact for disputes, service complaints, and service delays.
• Assist in developing training materials and warranty process guidance for the broader team.
• Ensure service stock availability by coordinating with the warehouse and monitoring inventory levels.
• Balance customer satisfaction with commercial risk considerations.
• Contribute to service performance reporting and root cause analysis.
• Assess case validity based on policy, and service history, as well as product data etc.
• Prepare formal case summaries, justification notes, and approvals where required.
• Make informed decisions on warranty outcomes, compensation levels, and replacement paths.
• Review and refine warranty workflows to improve efficiency, turnaround time, and accuracy.

Requirements

• Excellent written and verbal communication with professional presence.
• Solutions-focused mindset with strong commercial awareness.
• Ability to assess situations and make balanced, sensible decisions.
• Ability to prioritise multiple tasks and work under time pressure.
• Confident communicator who can manage difficult conversations constructively.
• High attention to detail, strong administrative accuracy, and CRM proficiency.
• 3+ years experience in warranty administration, service coordination, or customer operations (solar, electrical, HVAC, appliances, or similar technical field preferred).
• Experience handling escalations and complex customer interactions.
• Communicate warranty decisions clearly and confidently.
• Strong negotiation and conflict resolution skills.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance