Service Support Specialist

About The Role The Service Support Specialist plays a vital role in supporting internal team operations and serving customers by overseeing the No Fault warranty claims and other post-sales inquiries for WEG products. This position is crucial for handling and resolving customer complaints with a focus on efficiency and high-quality service. The Support Specialist will ensure prompt resolution of issues, maintain effective communication with both customers and internal teams, and uphold the company's commitment to outstanding service standards. Primary Responsibilities Provide after-sale support to customers via daily incoming requests (phone & email) Take ownership of customers issues throughout the process and maintain an excellent level of communication and attention to detail, ensuring customer satisfaction. Respond to questions related to warranty terms & conditions, service shops, nameplate data, parts, and other related inquiries Provide technical documentation and warranty eligibility on products and services Receive incoming calls, and emails from general inbox as well as personal company email Analyze warranty claim data and determine its accuracy by failure and warranty period, requesting additional information, as needed Process and submit service complaints from general inbox in our system to generate cases for the Service Engineering team Receives, evaluate and process NF warranty claims, verify all information to support claim accuracy, and the customer experience Identify quality failures with the support of quality defect classification manuals Work with various internal departments on resolving customer complaints Provide status updates on open warranty claims to customers & service shops Process reimbursements (credits & replacements) to customers due to warranty consideration Train new employees in their assignments within the team Collaborate with other branches for quality control data, reimbursements and ensure system and process alignment Work on projects which help streamline processes within the Service Department Performs other administrative duties, as needed Experience 2+ years' experience Knowledge/ training (preferred): Experience working in post-sales operations preferable Problem-Solving and Customer Service experience required Excellent communication/interpersonal & organizational skills Excellent ability to manage daily workload Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required. Experience with SAP (or other ERP systems) preferred Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges Education High school education is required, associate degree in administration, electrical, electronic or equivalent is desired. 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: www.weg.net 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. You must be authorized to work in the United States without sponsorship. 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.