Warranty Test & Technical Support Specialist

Warranty Test & Technical Support Specialist

Summary Description

We are seeking a hands-on Warranty Test & Technical Support Specialist to support warranty evaluation, product testing, troubleshooting and customer technical support for water pumps and related equipment. The ideal candidate will have experience diagnosing electrical and mechanical issues, performing product testing, interpreting technical documentation, and communicating effectively with customers, distributors, and service technicians. Experience with pumps, motors, controls, VFDs, water systems, or industrial equipment is strongly preferred.

Main Responsibilities

• Serves as a point of contact for clients, field technicians, or dealers experiencing equipment issues.
• Communicate clearly and professionally with customers via phone and email regarding repairs, claims and warranty procedures.
• Perform diagnostic testing on returned warranty products
• Maintain accurate records of warranty claims, repairs and service history for all customers.
• Generate and submit reports on repair shop performance, warranty claim status, and inventory usage.
• Verify warranty eligibility by checking purchase history, usage parameters, and claim guidelines. Physically test or tear down returned products to confirm reported failures.
• Troubleshoot hardware or software problems and guide users through safe repair procedures.
• Log technical issues, part replacements, and service repairs into CRM platform.
• Create reports on product performance and warranty liabilities to identify recurring defects.
• Track and process return authorization forms, order replacement parts, and ensure defective components are returned for further testing.
• Act as bridge between end-users and internal teams.

Competencies & Skills

• Strong working knowledge of electrical, mechanical, or electromechanical systems.
• Diagnostic Skills: The ability to read and interpret schematics, engineering drawings, and maintenance manuals.
• Excellent written and verbal communication to explain complex technical fixes to non-technical users.
• Experience using enterprise resource planning (ERP) or customer relationship management (CRM) software to track tickets and manage claims

Education & Experience

• 2+ years of experience in pumps installation, service or repair, agriculture, water treatment or mechanical systems equivalent.
• Ability to read and comprehend engineering drawings and data, understand water hydraulics and pump curve.
• High attention to detail and extremely organized.
• Working knowledge and use of digital multimeter device
• Proficient with CRM software and basic office software (ie Microsoft Office, Excel)
• A self-driven, problem solver capable of assessing equipment failure and repair; willingness to continue learning.