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Warranty Specialist

Company: TargetCW
Location: Milpitas
Posted on: April 1, 2021

Job Description:

Title: Warranty SpecialistLocation: Milpitas, CA (Starts Remote- Local candidates or ability to relocate) Salary: $60k-65k yrFull-time/PermanentBenefits: Medical/Dental/Vision

Job Description Overview:Our client is a leader of HD display technology for TVs, Multi-Functional Displays, and Philips Audio, backed by over 50 years of design and manufacturing experience.
As a Customer Service Department Specialist, you will be responsible for various duties including but not limited warranty replacement, 3rd party supplier management, creating reports detailing the overall performance of your area of responsibility and quarterly special projects. Assigned special projects, such as new process improvement and implementation. Communicate the contact center's KPI performance in a report to management.
Duties:

  • Manage third party service provider, including establishing KPI and measuring performance to ensure customer service satisfaction
  • Third-party service provider and contact center training
  • Generate necessary reports in order to show the overall performance and KPI of your area of responsibility
  • Manage and process warranty replacement orders
  • Research, troubleshoot and provide solutions to 2nd tier and escalated technical support cases generated from our call centers
  • Ask customers targeted questions to properly and quickly diagnose problems and provide solutions
  • Create knowledge base to log common issues and solutions for future reference
  • Prioritize and manage several open issues at one time
  • Follow thru on all cases from start to finish
  • Follow proper procedure to escalate unresolved issues to appropriate internal teams such as Product Management, factory QA or factory technical support
  • Special quarterly projects and other duties required for the overall efficiency and performance of the department
    Requirements:
    • 3-5 Years work experience interacting with customers, vendors & partners
    • Experience in managing and processing warranty returns
    • Some knowledge of 3rd party supplier management
    • Experienced creating reports.
    • Some experience working in consumer electronics or technology industry helpful
    • Good knowledge of different Operating Systems such as Windows and MAC OS
    • Good knowledge of Word, Excel and PowerPoint
    • Project Management experience helpful
    • CRM and RMA Systems implementation and deployment experience, preferably Renewity CRM and RMA or similar System
    • Good knowledge of Technology or Consumer Electronics products
    • Ability to provide complete step by step troubleshooting instructions both in writing and verbally
    • Ability to create reports to communicate achievements
    • Good interpersonal and communication skills
    • Good documentation skills including support cases and creating Knowledge Base documents

      Please send your resume. Thank you.

Keywords: TargetCW, Milpitas , Warranty Specialist, Other , Milpitas, California

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