Headquartered in Fort Wayne, IN, WaterFurnace designs and manufactures ultra-efficient, renewable-energy comfort products that provide heating, cooling and potable hot water solutions for use in both homes and commercial buildings. We employ more than 295 people in R&D, Manufacturing, Marketing, and Sales roles across the US and Canada. For almost four decades, our Geothermal Heat Pumps, Water Source Heat Pumps, and Heat Recovery Chillers have been reducing energy usage consumption and increasing comfort in buildings around the world.

WaterFurnace is seeking a highly motivated, self-starting individual to fill the role of Warranty Administrator. The qualified candidate will be highly self-disciplined in task and time management, analytical minded, and able to operate independently. They should possess leadership qualities that enable them to make recommendations and drive the execution of tasks, programs or strategies quickly. This individual will also be a working, hands-on team member who is able to engage stakeholders both within and outside of the WaterFurnace organization, establishing themselves as the go-to expert for data acquisition. A candidate with prior HVAC knowledge is preferred but not required.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Processes incoming warranty claims following warranty claim process.
• Effectively answering incoming calls, dealing with complaints, questions and concerns effectively, and building an understanding of the customer’s situation/issues with a courteous and friendly manner.
• Responsible for handling incoming phone calls.
• Works with customers to investigate order/claim issues and finds resolution, maintaining courteous and helpful attitude.
• Responds to emails submitted to warranty email inbox using first in first out method.
• Issues FedEx call tags when customers notify us that failed parts are ready to be returned.
• Works with receiving team to correct, clarify, and or identify parts that are returned without proper paperwork, or that do not match the paperwork as needed.
• Maintain department standards relative to accuracy (.5% error margin).
• Performs other job-related duties as assigned.
• Adheres to all company policies per the published handbook.
• Maintain a professional attitude and environment.
• Strong verbal, listening, written and interpersonal skills.
• Strong technical skills, primarily using telephone and computer system.
• Effective in-depth research and problem-solving skills.