Warranty Program Coordinator

Warranty Program Coordinator Location: Frisco, TX Pay: $35.72/hr The Fountain Group is hiring a Warranty Program Coordinator for a prominent client in the Tech industry. In this role, you’ll be the first point of contact for a warranty support program, keeping inquiries and escalations moving from intake through resolution. Responsibilities Inbox management and triage Monitor and manage the warranty support distribution mailbox Serve as the primary intake point for questions and requests Triage incoming inquiries and route them to the appropriate SME or team Respond to inquiries using approved canned responses Track inquiries through resolution and follow up on outstanding requests Partner with the program team when unsure who to route to or how to respond Escalation support Support management and coordination of the Warranty Escalation Process Log and track incoming questions, concerns, and executive escalations Coordinate handoffs so inquiries are handled appropriately between stakeholders Ensure the escalation process is followed and supported by documentation when applicable Support documentation and admin tasks related to escalations Maintain the escalation record and reporting, track status, and help drive cases to closure Administrative, operational, and communications support Assist in developing and maintaining FAQs, process documents, and other knowledge content Maintain internal communication collateral, partnering with the comms lead and program team to coordinate documentation updates Support processing of warranty-related forms, approvals, and paperwork (such as refund request templates) Help ensure consistent messaging across all customer-facing and internal support channels Reporting and tracking Provide data on inquiry volume, category, and open/closed counts Track top customer and seller concerns and identify common themes and recurring questions Provide status reports and metrics to the program team Qualifications: Warranty support, warranty operations, warranty claims, service entitlement, or after-sales support experience preferred Experience managing shared inboxes, distribution mailboxes, or centralized support queues Strong triage, case management, and request-routing experience Experience handling escalations and coordinating issue resolution across multiple teams Ability to track inquiries from intake through closure Experience maintaining logs, reports, metrics, and status updates Strong administrative and operational support background Experience with ticketing or case management systems (JIRA, ServiceNow, Salesforce, Zendesk, etc.) Experience in a large corporate environment preferred Technology industry experience preferred (HPE, Dell, Cisco, Lenovo, Microsoft, IBM, telecom, hardware, software, or related industries) #J-18808-Ljbffr The Fountain Group