Warranty Specialist (New Grade) (Isla Guadalupe)

Overview

The Warranty Services Specialist I serves as a frontline support resource for post‑sales warranty and service‑related inquiries. This role is responsible for managing warranty claims end‑to‑end, supporting sales agencies and customers, and ensuring timely and accurate resolution of product or system issues. The position plays a key role in delivering a positive customer experience through strong case ownership, attention to detail, and collaboration with cross‑functional teams.

Responsibilities

• Act as the primary point of contact for warranty‑related inquiries from customers and sales agencies.
• Manage warranty claims end‑to‑end, from intake through resolution, ensuring accuracy and timely follow‑up.
• Validate customer information and documentation to ensure claims meet requirements.
• Document cases, including labor claims, replacement parts, and product details in internal systems (Salesforce).
• Coordinate with internal teams such as Technical Support, Engineering, and Product Management to resolve issues.
• Provide clear communication to customers, including updates, timelines, and resolution details.
• Maintain accurate case records to support reporting, tracking, and process improvement.
• Ensure compliance with internal processes and warranty policies.

Minimum Requirements

• 0–2 years of experience in customer support, warranty, claims, or case management roles.
• Advanced English skills (must).
• Strong problem‑solving and analytical skills.
• Ability to manage multiple cases simultaneously with strong organizational skills.
• Experience working with CRM or case management systems (Salesforce preferred).
• High attention to detail and ability to follow structured processes.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Ability to work in a team‑oriented and cross‑functional environment.
• Bachelor's degree or equivalent experience (must).

Travel

10% travel.

Equal Opportunity Employment

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities

As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at *************** , select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.

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