Warranty Specialist

CFX Careers Page•Ellenwood, GA

About The Position

Responsible for end-to-end warranty and field service administration including but not limited to receiving and processing warranty/DNB orders, coordinating internal teams to resolve issues quickly, and driving corrective action through root-cause validation and trend reporting. This role supports customer satisfaction and continuous improvement by ensuring warranty cases are documented, investigated, communicated, and closed accurately and on time.

Requirements

High school diploma or GED required.
3+ years in warranty administration, customer service operations, quality support, production coordination, or similar role in manufacturing/distribution.
Demonstrated experience driving issue resolution across departments (Scheduling/Production/Shipping/Purchasing).
Strong working knowledge of root cause/problem-solving tools (5-Why; CAPA/CAR concepts).
Proficiency with ERP/order entry systems and Microsoft Office (Excel required; ability to analyze and present data).
Strong communication skills (written and verbal) with ability to be appropriately assertive/persistent while maintaining professionalism.
Analytical and data-driven decision making; comfortable working with trends, dashboards, and KPIs.
Strong “pushy (in a professional way)” follow-through: able to drive closure, challenge gaps, and hold owners accountable.
Structured problem solving (5-Why, corrective action thinking, documentation discipline).
High attention to detail and accuracy (order entry, warranty codes, root cause fields).
Customer-focused mindset with ability to de-escalate concerns and communicate clearly.
Organization, prioritization, and time management across many open cases.
Collaboration and influence without authority; “We Not Me” teamwork.
Possesses the ability to understand and follow instructions.
Ability to work collaboratively and well with teammates.

Nice To Haves

Lean/Six Sigma exposure preferred.
Experience with project management in an ERP/workflow tool (Innergy preferred).

Responsibilities

Own warranty case management from intake to closure by logging, tracking, and following up on all warranty and field service work to ensure timely resolution and clear documentation.
Process warranty and DNB order entry accurately and efficiently, ensuring correct item details, warranty codes, and required approvals are documented in the system.
Coordinate cross-functionally to execute warranty solutions by partnering with Scheduling, Production, Shipping, and Purchasing to add work to production/shipping schedules and remove barriers to completion.
Lead internal problem-solving and corrective action workflow by applying the appropriate method (5-Why vs. CAR) to complaints, facilitating investigations, and ensuring countermeasures are assigned and completed.
Validate and audit root cause and warranty coding by reviewing root-cause determinations, auditing warranty codes monthly prior to KPI reporting, and improving coding discipline and accuracy.
Analyze data, track trends, and recommend metrics by identifying repeat issues, quantifying impact, and proposing LDM (as defined by CFX) metrics and continuous improvement opportunities based on warranty data.
Manage assigned projects within Innergy by independently planning, executing, updating stakeholders, and closing projects tied to warranty, service, or customer complaint resolution. (Initially, fully handles Tailored Closet/TTC warranty support until a dedicated headcount is established.)
Required to follow all company Safety Rules and Procedures. (including but not limited to PPE)
Required to maintain consistent and acceptable attendance according to the assigned schedule provided by the manager as well as the Team Member Handbook.
Meet departmental goals and defined key performance indicators (KPIs).
Other duties as assigned.