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Position Summary

The Warranty Claims Specialist administers product warranty claims from initial intake through resolution. The position reviews claim documentation, evaluates information against applicable warranties and installation requirements, coordinates technical review and inspections, communicates with customers and business partners, and prepares clear written recommendations and correspondence. This role reports to the Warranty Supervisor and works closely with Customer Experience, Technical Support, Sales, Operations, Supply Chain, Finance, and Legal.

Essential Responsibilities

Receive, document, acknowledge, and track residential and commercial product warranty claims.

Review claim submissions for completeness and request photographs, invoices, installation records, product information, samples, and other supporting documentation as needed.

Interpret applicable written warranties, product specifications, installation instructions, and internal procedures when evaluating claims.

Coordinate inspections, technical assessments, product sampling, and follow-up activity with internal technical personnel or approved third parties.

Analyze claim facts and prepare written claim summaries, findings, and recommendations for approval or resolution.

Resolve claims within established authority and escalate claims involving unusual facts, significant cost, litigation risk, safety issues, or policy exceptions.

Prepare clear and professional approval, settlement, replacement, request-for-information, and denial correspondence.

Communicate respectfully and consistently with homeowners, contractors, installers, distributors, dealers, sales representatives, and internal stakeholders throughout the claim process.

Maintain accurate and complete electronic claim files, status notes, financial information, aging, correspondence, and supporting documentation.

Track claim volume, cycle time, cost, root-cause themes, and recurring product or installation concerns; support reporting and process-improvement efforts.

Partner with Customer Experience, Technical Support, Sales, Operations, Supply Chain, Finance, and Legal to resolve claims and reduce avoidable customer impact.

Protect confidential customer and company information and comply with record-retention and document-management requirements.

Perform other related duties and special projects as assigned.

Required Qualifications

High school diploma or GED required; associate or bachelor's degree in business, construction, communications, or a related field preferred.

Three or more years of experience in warranty administration, claims handling, customer resolution, technical support, construction, building materials, or a related field preferred.

Ability to read and interpret written warranties, product information, installation instructions, technical documents, and business correspondence.

Strong written communication, documentation, conflict-resolution, and customer-service skills.

Ability to organize a high-volume caseload, establish priorities, meet deadlines, and follow matters through completion.

Sound judgment and the ability to evaluate information, identify inconsistencies, and recommend appropriate next steps.

Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint; experience with SAP, CRM, claims, or document-management systems is preferred.

Building-materials, construction, siding, roofing, or manufacturing experience is preferred.

Bilingual English/Spanish capability is a plus but not required.