Customer Warranty Engineer

Job Summary:

The Customer Warranty Engineer is responsible for supporting and improving the customer experience through effective management of service and warranty operations. This position is responsible for executing established service processes, handling product warranty cases, and providing both technical and administrative support to customers. Acting as a liaison between customers and internal cross-functional teams, the Customer Warranty Engineer  ensures timely, accurate, and professional resolution of inquiries and concerns. As the Customer Warranty Engineer, this role requires strong attention to detail, initiative, and the ability to work collaboratively in a fast-paced, customer-centric environment.

Responsibilities:

• Serve as the first line of support for customers, troubleshooting issues and ensuring the resolution and proper documentation of service incidents.
• Manage customer accounts through the RMA and warranty processes.
• Process service orders, maintain service records, and ensure timely communication with customers regarding order status.
• Collect, document, and communicate customer requirements and feedback to internal teams to support continuous improvement.
• Implement and maintain systems (web, phone, email) to track customer interactions and satisfaction data.
• Coordinate product shipments and returns with logistics teams, ensuring proper handling and compliance with hazardous materials (Hazmat) shipping requirements.
• Ensure the accurate and timely entry of complaint cases, service data, and customer requests using tools such as Salesforce and internal databases.
• Support after-hours and emergency 24/7 customer service coverage as needed.
• Collaborate with engineering, manufacturing, quality, and validation teams to resolve technical issues and support effective service delivery.
• Support the development and documentation of warranty processes, procedures, and Standard Operating Instructions (SOPs).
• Generate reports and present service metrics or findings to internal stakeholders to support process optimization.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor’s degree in Engineering related field.
• Preferred one (1) years of experience in customer service in automotive or manufacturing environment.
• Demonstrated experience with warranty handling, RMAs, and customer support systems.
• Strong troubleshooting and multi-tasking abilities.
• Familiarity with Salesforce and other Customer Relationship Management (CRM) or service platforms.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, dynamic work environment.
• Assertive, with a customer-first mindset and proactive approach to problem resolution.

Key Competencies:

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer s