Warranty Specialist

Description

The Drexel Way

We don’t just sell lumber; we Supply. Happiness. Drexel is Team Member-owned and community-driven. With six retail hubs and three manufacturing plants across Wisconsin, we’ve been a Top Workplace every year since 2011. Why? Because we hire for heart and train for skill. When you join Team Blue, you aren't just a team member—you’re an owner.

The Mission:

As our Warranty Specialist, you are the vital link between our clients and their product solutions. You are dynamic, highly organized, and process-focused. Instead of just filling out a calendar, your primary focus is to analyze, order, and manage service parts for both window and millwork warranty claims. 

You will spend your days navigating customer interactions, tracking complex manufacturer specs, and coordinating field tech arrivals. This role requires an analytical mind that thrives on multitasking, a calm demeanor during difficult homeowner conversations, and precise communication across multiple departments to deliver timely, accurate service. 

What will you do:

• Analyze & Order Parts: Review product failures, identify matching window and millwork specs, and order exact replacement service parts under warranty guidelines.
• Manage the Customer Experience: Actively handle customer interactions across phone, text, and email. Calmer-than-calmly guide homeowners (who may be stressed over issues in their homes) through the resolution process.
• Coordinate & Schedule Field Techs: Efficiently organize, adjust, and optimize daily schedules for service technicians to ensure timely job site visits.
• Maintain Operational Flow: Add, cancel, or modify service requests within company scheduling software and create labor purchase orders to pay subcontractors accurately.
• Optimize Logistics: Group and combine product deliveries and service trips to optimize field efficiency and eliminate unnecessary trips to job sites.

Key Competencies:

• The Big Three: High organization, superb multitasking skills, and exceptional, clear communication abilities.
• Analytical Mindset: An innate ability to problem-solve, troubleshoot structural part nuances, and stay ahead of moving pieces.
• Adaptable & Resilient: Open to continuous feedback, rapid changes, and capable of gracefully turning a tough customer conversation into a positive experience.
• Tech Comfortable: Savvy with computers, scheduling databases, and managing heavy workflows via email/text.
• Team Fit: A collaborative, positive, and enthusiastic "Team Blue" attitude. We want to be excited to work alongside you every single day!

The Drexel Advantage:

The Wealth-Builder

• ESOP Shares: We don’t just work here; we own the place. You’ll earn a real stake in the company’s success.
• Profit Sharing: When Drexel wins, our team wins.
• 401k: A solid foundation for your long-term retirement goals.

Health & Well-Being

• Comprehensive Coverage: Medical, Dental, and Vision insurance to keep you and your family "weather-proof."
• Fitness Reimbursements: Annual funds dedicated to your physical health and family activities.
• Employee Assistance Program (EAP): Confidential support when life gets complex.

Life & Legacy

• Immediate Paid Time Off: Start with Holiday and Vacation pay from day one.
• Scholarship Program: We’re invested in the next generation—educational support for the children of our team members.
• Annual Charity Match: We’ll double your impact on the causes you care about most.

The "Drexel" Lifestyle

• Birthday PTO: A paid day off to celebrate you.
• Product Discounts: Special pricing on the high-quality materials we sell.
• Plus More: A constant stream of "fun little perks" that make the yard a great place to be.

PM85