WEG Electric Corp.
Service Support Specialist
Department:
Service
Location:
Duluth, GA
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.
Department:
Service
Location:
Duluth, GA
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.