Specialist - Warranty Support
Lennox India Technology Centre
Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.
Job Description
This role is a great opportunity to be a part of Lennox Customer Service group.
- Process warranty claims: Review, validate, and approve or deny warranty claims.
- Customer support: Assist customers/stakeholders with inquiries related to product warranties, repairs, or replacements.
- Data entry: Maintain accurate records of warranty claims, validate duplicate claims.
- Communication: Respond promptly to customer inquiries via email.
- Policy enforcement: Ensure all warranty processes comply with company and manufacturer guidelines.
- Receive, review, and validate warranty claims from customers or dealers.
- Ensure all required documentation and information is provided.
- Approve or reject claims based on warranty terms and company policies.
- Respond to customer inquiries related to warranties, repairs, or replacements.
- Provide clear information about warranty coverage, timelines, and procedures.
- Handle complaints or escalations professionally and efficiently.
Track frequent issues or recurring defects
- Share insights with quality assurance teams to improve efficiency and quality of service delivery.
- Follow manufacturer and company warranty policies strictly.
- Stay updated on product changes, warranty terms, and company guidelines.
- Arrange for product returns, repairs, or replacements when claims are approved.
Qualifications
Q ualification & Experience
- A bachelor’s degree with 3 to 8 years’ experience in a customer-facing role (training provided)
- Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office
- Excellent written and verbal communication skills, including effective listening skills.
- Understanding of technical terminology.
- Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial.
- Able to make recommendations and take proactive approach.
- Requires general knowledge of the organization, and thorough knowledge of company products and services.
- Requires ability to navigate a computerized data entry system or other relevant applications.
Must Have
- Excel
- Outlook
- SAP
- SAP
- Salesforce