The Trane Company

Job Description     HVAC Warranty Administrator

Job Title:                     HVAC Warranty Administrator                                        FLSA Status:       Non-Exempt

Reports To:                 Branch Mgr.                       

SUMMARY

The Warranty Administrator performs a wide range of transactional, administrative, and office support duties associated with HVAC warranties and store operations.  In addition, this position provides backup customer service support for the inside sales team.

Ultimately, the Warranty Administrator is responsible for providing enthusiastic and proactive service to our customer base, while ensuring proper claim filing and handling procedures.  The Warranty Administrator is responsible for processing customer orders and responding to customer’s inquiries, questions, and needs. Warranty administrators take these customer interaction opportunities and uses them as a vehicle to enhance customer relationships and grow customer loyalty.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Promptly process customer warranty claims, and issue appropriate credits
• Correctly process vendor claims, and follow up to insure that correct credits are received
• Organize historical claim information for quick and complete research capabilities
• Show ongoing initiative and problem-solving skills to find solutions for customer claims and vendor participation/support
• Performs ongoing administrative functions including, but not limited to daily bank deposits, open shipper and backorder report administration, and scrapping activity
• Conducts sales of HVAC parts, equipment, rentals, and supplies over the phone and over the counter.

• Develops, maintains, and cultivates new customer relationships.
• Possesses knowledge of the Trane product line to be able to demonstrate and discuss with customers.
• Possesses knowledge of the HVAC service and supply items to be able to demonstrate and discuss with customers.

• Supports the efforts of the outside sales team through order fulfillment, item identification and sourcing, and customer outreach.
• Receives and processes customer orders.
• Works with customers to identify parts.
• Provides technical support to customers.
• Orders required parts from a variety of suppliers
• Effectively expedites critical orders and sources hard-to-find items.
• Actively makes customers aware of product promotions.
• May load and unload shipment of parts, supplies, and equipment.
• Responds to customer's inquiries, questions, or complaints regarding products or services.
• Proficiently utilizes the Microsoft Dynamics program for invoicing and inventory management.
• Proficiently utilizes the Trane FALCON, WMS, ORACLE, and WEBCATS programs.
• May delivers parts orders to customer locations or job sites.

• Informs customers of standard procedures or resolution of problem.
• Follows up, either verbally or in writing, to ensure customer satisfaction.
• Determines best method to resolve problems to ensure customer satisfaction and company adherence to policies.

• Flexibility to work overtime/weekends, as required.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

One-year certificate from college or technical school in HVAC; and 3 to 5 years of inside sales or related experience; or equivalent combination of education and sales experience.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s License

PHYSICAL DEMANDS

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 the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical wholesale supply store/warehouse environment. While performing the duties of this position, the employee is occasionally exposed to wet and/or humid conditions, outside weather conditions, and extreme heat. The noise level in the work environment is usually moderate.