Analyst - Warranty Support

Company Profile

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

This role is a great opportunity to be a part of Lennox Customer Service group.   

• Process warranty claims: Review, validate, and approve or deny warranty claims.
• Customer support: Assist customers/stakeholders with inquiries related to product warranties, repairs, or replacements.
• Data entry: Maintain accurate records of warranty claims, validate duplicate claims.
• Communication: Respond promptly to customer inquiries via email.
• Policy enforcement: Ensure all warranty processes comply with company and manufacturer guidelines.

Process Warranty Claims:

• Receive, review, and validate warranty claims from customers or dealers.
• Ensure all required documentation and information is provided.
• Approve or reject claims based on warranty terms and company policies.

Customer Support:

• Respond to customer inquiries related to warranties, repairs, or replacements.
• Provide clear information about warranty coverage, timelines, and procedures.
• Handle complaints or escalations professionally and efficiently.

Analyze Warranty Trends:

Track frequent issues or recurring defects

• Share insights with quality assurance teams to improve efficiency and quality of service delivery.

Ensure Policy Compliance:

• Follow manufacturer and company warranty policies strictly.
• Stay updated on product changes, warranty terms, and company guidelines.

Support Returns and Replacements:

• Arrange for product returns, repairs, or replacements when claims are approved.

Monitor and follow up on pending claims or incomplete transactions

Qualifications

Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred. Requires at least 2 years related experience.Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focused on details. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.