Cleaver Brooks is looking for a Sr. Warranty Analyst to join our team in Thomasville, GA. The Sr. Warranty Analyst is responsible for processing complex repair/defective parts orders and RMA’s received from customers and representatives, reviews return requests by checking part numbers, and pricing for accuracy.  Organizes and assists in analyzing data to identify product and process areas of opportunity.  Assist in organizing and performing root cause evaluations.  Clarifies incorrect and/or missing information as needed.  Provides assistance and guidance to less senior Warranty Analysts.

Any salary estimation specified in this job board may or may not be aligned with our organization’s pay philosophy. Apply to connect with a Talent Acquisition Partner who can provide you more details!

Job Location: Thomasville, GA

Essential functions:

Position requires regular exercise of problem solving and policy or procedure interpretation skills, able to balance standard procedures and policies against best business practices regarding customer relations. Develop, create, and analyze warranty data to assist in determining opportunities for product and process improvement. Ability to communicate effectively in sometimes emotion charges situations with individuals inside and outside the company using appropriate email’s, letters, and phone contact. Trains and mentors new analyst in the performance of their duties. Effectively follows up hot item projects to final resolution. Edits, analyzes, and interprets incoming complex repair/defective parts orders and RMA’s. Reviews order/RMA for accuracy of part numbers, pricing, and specifications. Contacts customer or representative to clarify orders/RMA’s or to supply missing data. Works with Suppliers for processing warranty claims, denials, credits, and debits. Processes complex reports for warranty process and with procurement. Responds to customer inquiries for parts pricing and delivery information, telephone, fax and written requests. Maintains all records and files relating to pricing, part numbers and customer information. Maintains data pertaining to returns, orders, and shipments for analytic review. Must be willing to travel for training and/or working with the Suppliers on an as needed basis. All other duties as assigned.

Other Duties:

Internal Contacts: Extensive contact with internal sales staff, customers, and vendors.

External Contacts: Extensive contact with external sales staff, customers, and vendors.

Basic Requirements:

Education:

High School diploma required, Associates or Bachelor’s Degree preferred.

Experience: 

Minimum of 3 years in customer service or related field. Must have an exceptional working knowledge of ERP systems, IFS experience is preferred 2+ years of customer and/or technical service experience required. Basic computer skills with working knowledge of Microsoft Office programs. Must have good written and verbal communication skills. Industry experience in warranty and quality processing. Green Belt certification preferred.

Physical Skill & Effort: Work requires regular speed and accuracy operating office equipment.  Exceptional communication skills both verbal and written.   Work requires a minimum active physical exertion.

Working Conditions and Hazards: Normal plant, shop, field, or office conditions. From time to time, slightly disagreeable features.  Negligible/little or no exposure.

Benefits of Being a Cleaver-Brooks Employee:

Competitive salary Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability Cash matching 401(k) plan Employee assistance program (EAP) Pet insurance Employee discount program Tuition assistance Paid time off and 11 paid holidays

Who is Cleaver-Brooks:

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network’s ability to deliver the knowledge, service, training, and support that are essential to long-term performance. Our customers will tell you that we are the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They will also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe, and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues a 90+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.

This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgement, to be proper.