Service Support Specialist I

Job Description

Job Description

About the role: WEG is hiring a Service Support Specialist I.

The Service Support Specialist plays a vital role in supporting internal team operations and serving customers by overseeing No Fault warranty claims and other post-sales inquiries for WEG products. This position is responsible for handling and resolving customer complaints with a focus on efficiency and high-quality service, ensuring prompt resolution of issues and maintaining effective communication with both customers and internal teams.

Primary Responsibilities:

• Provide after-sale support to customers via daily incoming requests (phone and email)
• Take ownership of customer issues throughout the resolution process, maintaining effective communication and attention to detail to ensure customer satisfaction
• Respond to questions related to warranty terms and conditions, service shops, nameplate data, parts, and other related inquiries
• Provide technical documentation and warranty eligibility information on products and services
• Receive and manage incoming calls and emails from a general inbox as well as a personal company email account
• Analyze warranty claim data and determine accuracy by failure type and warranty period, requesting additional information as needed
• Process and submit service complaints from the general inbox into the system to generate cases for the Service Engineering team
• Receive, evaluate, and process no-fault (NF) warranty claims; verify all supporting information to ensure claim accuracy and a positive customer experience
• Identify quality failures using quality defect classification manuals
• Collaborate with various internal departments to resolve customer complaints
• Provide status updates on open warranty claims to customers and service shops
• Process reimbursements (credits and replacements) to customers in accordance with warranty considerations
• Train new employees on team assignments and processes
• Collaborate with other branches on quality control data and reimbursements, ensuring system and process alignment
• Work on projects that help streamline processes within the Service Department
• Perform other administrative duties and tasks as assigned

Education:

• High school diploma or equivalent required
• Associate degree in administration, electrical, electronics, or a related field desired

Knowledge/Training:

• Experience working in post-sales operations preferred
• Problem-solving and customer service experience required
• Excellent communication, interpersonal, and organizational skills
• Strong time management skills and attention to detail
• Ability to manage daily workload effectively and take initiative in a fast-paced environment
• Proficiency with business tools including SharePoint, MS Teams, and Windows Operating Systems required
• Experience with SAP or other ERP systems preferred
• Analytical and negotiation abilities
• Ability to work collaboratively in a highly dynamic, team-oriented environment with continuous challenges

Experience:

• 2+ years of related experience

About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is located in Duluth, GA with manufacturing units in Minnesota, Indiana and Missouri with over 30 thousand employees worldwide. Visit our website to learn more:

We offer a pleasant work environment, competitive compensation and full benefits package. To Apply: All candidates must submit an updated resume and complete our application in order to be considered for this position. Must be authorized to work in the United States. WEG does not offer visa sponsorship for this role.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.