Warranty Specialist

Who We Are

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

What Drives Success

Position Summary

The Warranty Specialist is responsible for administering warranty claims and registrations while providing exceptional support to distributors, dealers, sales representatives, and internal departments. This role serves as the primary point of contact for warranty inquiries, claim processing, product registrations, credits and returns, dealer portal support, and warranty reporting.

The Warranty Specialist ensures warranty claims are processed accurately and in accordance with company policies, maintains warranty related records and reporting, and partners with Customer Service, Sales, Operations, Accounting, and Technical Support to deliver timely resolutions. The ideal candidate is highly organized, customer focused, detail oriented, and able to manage multiple priorities in a fast paced environment.

Key Responsibilities

Warranty Administration

• Review, evaluate, and process manual and automated warranty claims for accuracy and policy compliance.
• Process warranty registrations and correct registration errors as needed.
• Manually register equipment serial numbers when approved or when system exceptions occur.
• Research warranty eligibility, claim status, product information, and registry history.
• Provide warranty claim status updates to customers, distributors, sales representatives, and internal stakeholders.
• Resolve routine warranty issues independently while escalating complex or unusual situations to management.

Customer Support

• Respond professionally to warranty related phone calls and emails.
• Assist customers, distributors, dealers, and homeowners with warranty questions, product registrations, and claim inquiries.
• Provide guidance on warranty policies, claim requirements, and supporting documentation.
• Deliver exceptional customer service while meeting established response time expectations.

Credits, Returns & Claims Support

• Coordinate warranty-related credits and returns with internal departments.
• Process and distribute credit memo notifications.
• Maintain freight claim documentation and tracking logs.
• Assist in resolving customer issues related to warranty credits, returns, and shipping claims.

Distributor Portal & User Support

• Support distributor portal users by coordinating new user setup requests.
• Process password reset requests through established internal procedures.
• Assist with user access issues, including branch visibility and account access.
• Coordinate with IT and system administrators to resolve technical issues affecting warranty users.

Reporting & Documentation

• Maintain warranty claim tracker and supporting documentation.
• Generate daily warranty reports and operational reporting as requested.
• Prepare warranty reports for sales representatives, agencies, and management following established approval processes.
• Maintain accurate warranty records and documentation in accordance with company policies.
• Monitor trends and identify recurring warranty issues for management review.

Cross-Functional Collaboration

• Partner with Customer Service, Sales, Accounting, Operations, Logistics, Technical Support, and IT to resolve warranty related issues.
• Communicate effectively with Regional Sales Managers and internal stakeholders regarding warranty activity.
• Support process improvements that enhance warranty administration efficiency and customer experience.
• Participate in special projects and additional departmental responsibilities as assigned.

What We Are Looking For

Qualifications

Required

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum of 3 years of customer service, warranty administration, claims processing, order management, or related experience.
• Experience reviewing and processing warranty claims.
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong attention to detail with a high degree of accuracy.
• Ability to manage multiple priorities while meeting deadlines.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Experience working within ERP and business systems.

Preferred

• Experience in HVAC manufacturing, distribution, or related industries.
• Experience using SAP or similar ERP systems.
• Knowledge of warranty administration, product registration, returns, credits, and freight claims.
• Experience preparing operational reports and maintaining performance data.

Knowledge, Skills & Abilities

• Strong organizational and time management skills.
• Excellent analytical and problem solving abilities.
• Ability to interpret warranty policies and procedures.
• Ability to communicate professionally with customers and internal teams.
• Ability to work independently while collaborating across multiple departments.
• Demonstrated commitment to accuracy, confidentiality, and customer satisfaction.
• Ability to adapt to changing priorities in a fast paced environment.

Performs other duties and special projects assigned in support of departmental and organizational objectives.

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What We Offer

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law).  The starting salary range for this role and market is between $45,600-$59,850annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for abonus in accordance with the terms of the Company’s applicable plan.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact [email protected].