Warranty Specialist II

Who We Are :

Johnson Controls is the global leader for smart, healthy and sustainable buildings. At Johnson Controls, we've been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world's largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We're helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality. Sustainability is a top priority for our company.

We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place.

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Job Summary:

The Warranty Specialist II will be responsible for the review of warranty and insurance claims submitted to Johnson Controls Fire Suppression Business.  The Warranty Specialist II will communicate with internal TFPP teams to understand the claim and assist them with the return of the product for evaluation.  The Warranty Specialist II will substantiate claims with a Third-Party Administrator (TPA) and determine TFPP's liability.   The Warranty Specialist II will make recommendations to management for settlement of claims or other necessary remedies. The Warranty Specialist II will have responsibility for developing, maintaining and communicating departmental procedures, as well as mentoring Warranty Specialists.

Specific Duties and Responsibilities are:

• Handle claims of low to medium complexity.
• Develop and maintain claim workflows and procedures that are best in class under supervision of management.
• Create, maintain and utilize reporting tools to identify trends and drive improvements.
• Lead subrogation efforts and pursue recoverables and collections from suppliers as necessary.
• Conduct, coordinate and direct investigation into facts of the loss and nature/extent of the damages or injuries. Obtain documentation of special damages and other damages as required by the nature of the claim.
• Coordinate the efforts of other internal departments and with suppliers; assisting in the investigation and resolution of claims. 
• Document chain of custody, investigation, evaluation, strategies and resolution of claims through reports, file comments, correspondence, memos and other similar means of communication.
• Confirm liability by reviewing documents submitted in support of claim. Analyzes and communicates positions, as warranted, under direction of management.
• Monitor and actively work to decrease product review cycle time of products returned to JCI
• Perform inspections and write evaluation reports with oversight from subject matter experts on field returns when cause of root cause is easily identified during triage.
• Bring claims to conclusion by communicating liability position and entering negotiations, where appropriate and within delegation of authority while imparting a sense of caring and competency.
• Maintain individual diary control of all files assigned and is fully accountable for timely review and appropriate action.
• Process warranty claims according to company procedures.
• Monthly quality review with regional management team with focus to address chronic open complaints, review quality performance, and update any product and/or process improvements.
• May be called upon to assist in internal product inspections or attend customer facing site visits to support field investigations or quality improvement efforts.
• Contribute to special projects as necessary.

Critical Position Requirements (Must Have)

• Fluency in the English language
• Bachelor's Degree in Business, Quality Management, Engineering or a minimum of 5 years related experience.
• Knowledge of claims management and risk management principles, including claims investigation and claim valuation
• Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at all levels of the organization including the ability to be persuasive and/or assertive.
• Advanced organization skills with a sense of urgency and high standards for accuracy
• Ability to read and understand engineering and manufacturing drawings.
• Capable of using innovative thinking through analysis and problem-solving skills.
• Ability to work in a team environment and manage multiple priorities/deadlines.
• Proficient in verbal and written communication skills, negotiation skills and interpersonal skills to be capable of dealing with all parties involved in the claims process.
• Possess a high level of energy, be a quick study, work independently and proactively, and assimilate learning materials on many different subjects from various sources, as evidenced by successful completion of college level curriculum.
• Highly adaptive to changes in the work environment.
• Willingness and ability to perform special projects and assignments as requested.
• Demonstrated track record of Integrity, Teamwork, and Excellence & Accountability.

Preferred Requirements

• Experience with global ERP systems of 2 years or longer. SAP experience is a plus.
• Salesforce experience is a plus.
• Ability to navigate within a highly matrixed organization. 
• Working knowledge of the fire protection industry and the products sold in the industry.
• Experience and comfort working with virtual teams.

What we offer:

We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents

Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers' vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee's responsibility to contribute to our culture. It's through these contributions that we'll drive the mindsets and behaviors we need to power our customers' missions. You have the power. You have the voice. You have the culture in your hands.