Warranty Lead Specialist
: Job Details :

OWENS CORNING CORPORATE SERVICES LLC Warranty Lead SpecialistLocation: Toledo, OH, US, 43659-0001Function: Customer OperationsAudience: Experienced ProfessionalWork Arrangement: HybridRequisition ID: 63674PURPOSE OF THE JOBThe Customer Solutions Team has a winning aspiration of creating loyal customers and supporting growth one exceptional experience at a time. The Warranty Lead Specialist is a key member of the Customer Solutions Team within the Roofing Marketing division. This role is crucial in assisting with warranty claims, managing escalations, and ensuring the highest quality of service. The Warranty Lead Specialist will serve as a resource for the entire Warranty Team and directly lead a small team within the organization. We are looking for a proactive leader who can mentor team members, handle complex inquiries, and maintain accountability within the warranty process. Building strong partnerships with Manufacturing Quality and our Technical Leadership team is essential to ensure alignment on claim dispositions. Occasionally, direct involvement in resolving escalated claims will be necessary.Reports to: Warranty Team Leader, Customer Solutions TeamSpan of Control: People, 4 direct reportsJOB RESPONSIBILITIESCustomer-Centric ApproachConduct quality audits (phone and system) across the team and provide coaching sessions as needed.Serve as a liaison for escalated customer issues.Perform comprehensive audits of the entire claim process to understand and improve the customer experience.Offer guidance to internal and external partners on claim processes and inquiries.Warranty ProcessesCollaborate with the Warranty Team Leader and across the Warranty organization to ensure seamless operations.Facilitate training sessions for both current and new employees.CollaborationAct as the primary point of contact in the leader's absence for any issues or concerns.Reinforce the leadership strategy throughout the team.Work collaboratively with others to achieve and exceed organizational goals.Build strong connections with the sales team to enhance efficiency and maintain trust.Proactively propose solutions that benefit the entire organization.Foster a supportive and collaborative team environment.LeadershipCultivate an environment where talent is nurtured through effective performance management and talent evaluation.Invest in the growth and development of direct reports and talent within the organization.Promote and embrace diversity within the team.Consistently demonstrate OC Values (Caring, Curious, Collaborative, Committed).Engage in continuous personal development.Develop and prepare succession candidates.Provide timely recognition for performance.Ensure each role has clear expectations, challenging objectives, and development opportunities.Process Adherence and ImprovementEnsure the Warranty Team adheres to standard work processes, promoting a thorough understanding of new procedures from Specialists to Agents.Collaborate with the Warranty Champion and Process Leads to drive efficiencies and eliminate waste, offering support and guidance.Identify and address the root causes of problems, implementing effective solutions.Data-Driven InsightsAssist with monthly reporting.#J-18808-Ljbffr