Warranty Data Analyst

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

We are looking for an experienced Service Contract & Warranty Administration professional, working independently, administers and provides for proper contract and warranty fulfillment. This person will monitor estimates, clarify moderately complex contractual rights, determine trends and assist in the finalization of bids and reports related to service contracts and product warranties.

Key Responsibilities

• Works independently to administer and provide for proper contract and warranty fulfillment to ensure that company policies, legal requirements, and customer specifications are met.
• Monitors estimates of material, equipment services, production costs, performance requirements, and delivery schedules and outlines where changes need to be made to ensure that service contracts and product warranties are complete and accurate.
• Reviews moderately complex contractual rights and obligations for customers related to service contracts and product warranties to ensure that client requirements are met.
• Summarizes data and determines trends based on analyses of historical information regarding service contracts and warranties to identify problems and improve overall performance.
• Assists in finalizing the preparation of bids, process specifications, progress reports and other reports related to service contracts and product warranties to ensure that established quality and customer satisfaction goals are achieved. Gather business requirement between internal and external customers to evaluate current process, identify a proposed solution, define each change and scope and work as a team to solution.
• Manage the priority of what is in the monthly production maintenance (prod issues vs enhancements) with our monthly maintenance hours to satisfy all Service Bench customers. 
• Support internal and external customers with Service Bench Information and data requests (reporting).
• Collaborate with Carriers Internal Systems customers (PHDB, HVAC Partners, SB DWH, FINANCE, SAP, ServiceBench, Quality, Marketing, Direct Sales, CCS office, Internal Regulatory Compliance SOX) on system enhancement, changes, audits.
• Security Admin for who allowed to use Service Bench as the “System Application Owner”. Responsible to ensure all SOX and SSO OKTA procedures are met with this access, support external customer from Distributors, dealers and PWC auditors with security questions and verifications. 
• Partner as part of cross-functional teams and interact with multiple functional groups to drive process improvements to minimize turn-backs.
• Ability to manage multiple initiatives and bring them to closure with successful testing and documentation.
• Communicate new requirements driven by the changing warranty climate, testing development releases, and identifying application regression.

Basic Qualifications

• High School Diploma or GED 
• 3+ years of Project Management or Service Coordinator experience
• 1+ years of experience with the Microsoft Office Suite

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Bachelor’s Degree from a recognized college or university
• Practical to substantial knowledge of Carrier organization, programs or systems with the ability to make enhancements and leverage in daily work
• Prior warranty claim and Service Bench experience
• Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines
• A true team player who has the customer’s best interests first and foremost

RSRCAR

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