Customer Service Specialist - Warranty

Location: 

Eden, North Carolina, United States

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

 

As part of HVAC Cooling, SPX Cooling Technologies is a leader in high quality industrial HVAC equipment used to cool large facilities like hospitals, data centers, and power plants.   With cooling towers, fans, and refrigeration units, companies rely on brands like Marley, Recold, and SGS to provide comfort and mission critical and industrial cooling solutions.

 

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As a Product Warranty Coordinator you will support the planning, development, implementation and continual improvement of the warranty call center/department and process.  The Product Warranty Coordinator will gather required warranty data needed to process warranty claims in accordance with Weil-McLain and Williamson-Thermoflo policies and procedures.

 

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

  1. Customer Support/Communication:
  • Answer general customer questions pertaining to their boiler/water heater.
  • Answer customer calls and gather required information to process warranty claims.
  • Assist customer with boiler registrations.
  • Escalate warranty trends and issues to the Warranty Manager in a timely fashion.

 

     2.  Documentation & Continuous Improvement 

  • Enter data in Microsoft Dynamics 365
  • Assist Warranty Manager and Analyst with tasks and projects to meet deadlines and customer requirements.
  • Participate in other duties as assigned that relate to the goals of the department or organization.

 

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

 

Required Experience

  • A minimum of 2 years of customer service or call center experience.
  • Strong computer skills and knowledge of Microsoft Office software
  • Excellent verbal and written communication skills
  • Strong problem-solving skills and the ability to think analytically.

Preferred Experience, Knowledge, Skills, and Abilities

  • Training or experience with use of CRM such as Microsoft Dynamics 365
  • Knowledge of boilers, controls, control wiring and systems
  • Hydronics, HVAC or other technical/mechanical knowledge is helpful
  • Experience in a warranty related discipline
  • Ability to manage multiple priorities and deadlines and remain calm under pressure.
  • Ability to work required shifts as needed to cover warranty call center operation hours.

Education & Certifications

  • High School Diploma or GED Required

Physical Demands

  • Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

Travel & Working Environment

 

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads at SPX.  

 

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

  • Competitive and performance-based compensation packages and bonus plans
  • Educational assistance, leadership development programs, and recognition programs  

 

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realise their fullest potential. 

ABOUT Weil-Mclain®

Weil-Mclain® is a leading North American Brand of hydronic comfort heating systems for residential, commercial and institutional buildings since 1881. The related companies have manufacturing facilities in Michigan City, Indiana and Eden, North Carolina, along with regional sales offices throughout the United States and an administrative office in Burr Ridge, Illinois. Building on a reputation of quality and innovation, we are committed to creating Simplified Solutions for our Complex World™.

TOTAL REWARDS

What’s in it for our employees transcends market-competitive compensation and benefits.  Our Total Rewards program also includes opportunities for employees’ personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. Our benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

  • Integrity
  • Accountability
  • Excellence
  • Teamwork
  • Results

Our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT OUR COMPANIES

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential.  We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.