Warranty Assistant

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

THE ROLE

The JELD-WEN Warranty Assistant is tasked with supporting our company's commitment to provide world-class, after-sales service. The Warranty Assistant 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.
• 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 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.
• 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 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

• Associate degree from an accredited institution required (years of experience will be considered); Bachelor's degree preferred.
• 2 - 3 years related experience and/or training
• ERP systems, CRM, or SAP experience a plus
• 1 - 2 years Customer Service experience with manufacturing products

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About JELD-WEN Holding, Inc.

JELD-WEN Holding, Inc. (NYSE: JELD) 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. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. 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 corporate.JELD-WEN.com or follow LinkedIn.

JELD-WEN has been named by Forbes as one of 'America's Best Employers' and by Newsweek as one of the 'World'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 tolerate discrimination, harassment, and/or retaliation based on individuals' physical traits, beliefs, and/or other characteristics that are protected under applicable laws.

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