Associate - Warranty Support

4 days ago

Chennai Tamil Nadu, India Lennox International Full time

Company Profile:
Lennox International Inc. (NYSE: LII) is a global leader in climate control systems headquartered in the greater Dallas area. With revenues of $5.1B in 2024 and a market cap of over $20B, Lennox employs more than 14,000 people around the world. The company designs, manufactures, markets and services a broad range of products for the heating, ventilation, air conditioning and refrigeration markets (HVACR). The company sells its products and services directly, as well as through distributors, and Company-owned stores.

We started our operations in India in Chennai in 2010. Lennox India Technology Centre is a GCC Centre with around 1000 employees, with a focus on Engineering, IT, Analytics, Marketing and Communications, Finance, Shared services, Customer Experience, and Supply Chain Centre of excellence. We recently entered into a Joint Venture with Samsung and Ariston to expand our product offerings for our North America customers.

**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.
- 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:
**Qualification & Experience**
- A bachelor’s degree with 3 to 8 years’ experience in a customer-facing role (training provided)
- Excellent written and verbal communication skills, including effective listening skills.
- Understanding of technical terminology.
- Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial.
- Able to make recommendations and take proactive approach.
- Requires general knowledge of the organization, and thorough knowledge of company products and services.

Ability to build and foster professional relationships

Must Have
- Excel
- Outlook
- SAP

Desired Skill:

- SAP
- Salesforce

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