Position Summary
The Service Support Coordinator II is responsible for executing and coordinating warranty-related service operations to support customers and internal stakeholders across the region. The role manages warranty replacements, service request creation, return material authorizations (RMA), shipping coordination, compliance verification, and customer communications while ensuring adherence to service processes, quality standards, and service level commitments.
This position works closely with Technical Support, Logistics, Trade Compliance, and Service Operations teams to ensure timely and accurate resolution of warranty claims and replacement requests while delivering positive customer experience.
Key Responsibilities
Operational Excellence
•Process warranty replacement and Free of Charge (FOC) orders in accordance with established business procedures.
•Create and manage service requests, ensuring accurate customer, product, and serial number validation.
•Verify previous replacement history before processing warranty transactions.
•Maintain and update cases in Redwood to ensure complete case documentation and transaction traceability.
•Coordinate Return Material Authorization (RMA) activities, including approved replacement and repair requests.
•Monitor packing and shipment status using tracking tools and systems.
•Ensure complete and accurate transaction records within service management systems.
Customer Commitment
•Serve as the primary point of contact for warranty-related customer inquiries.
•Provide timely and professional responses to customer requests through email and case management systems.
•Educate customers regarding product warranty eligibility and coverage requirements.
•Coordinate warranty replacements and repair activities to ensure customer expectations are met.
•Escalate complex customer issues to appropriate support teams when necessary.
Internal Communication
•Collaborate with Technical Support teams to validate warranty entitlement and replacement approvals.
•Partner with Logistics and Distribution teams to ensure successful order fulfillment and shipment delivery.
•Work closely with International Trade Compliance teams to ensure shipments comply with export and regulatory requirements.
•Maintain effective communication with internal stakeholders regarding service request status, pending actions, and escalations.
•Participate in operational reviews, team meetings, and business process updates.
Continuous Improvement
•Identify opportunities to improve warranty processing efficiency and service delivery.
•Support documentation, standardization, and knowledge-sharing initiatives.
•Assist in root cause analysis for recurring operational issues and customer concerns.
•Participate in process improvement and automation initiatives that enhance productivity and quality.
•Support reporting and analysis activities to improve visibility of operational performance.
Team Support and Development
•Provide guidance and knowledge sharing to new team members on warranty processes and tools.
•Support cross-training initiatives within the team to increase operational flexibility.
•Share best practices related to warranty administration, RMA management, and customer support.
•Contribute to a collaborative and high-performing team environment.
•Support achievement of departmental service level agreements and performance objectives.
Specialized Responsibilities
Warranty Administration
•Assess product warranty eligibility and coverage according to established warranty policies.
•Process warranty claims and coordinate replacement actions.
•Maintain knowledge of supported product portfolios, including Avocent and IRS solutions.
Compliance & Risk Management
•Verify International Trade Compliance (ITC) requirements before shipment processing.
•Ensure adherence to company policies, quality requirements, and regulatory standards.
Systems & Reporting
•Manage customer shipping account information within DataZen.
•Utilize operational dashboards and reports to monitor service requests and approvals.
•Support tracking and reporting activities through available business intelligence tools.
Qualifications
•Bachelor's degree or equivalent work experience.
•1-2 years of experience in Service Operations, Warranty Administration, Order Management, Customer Service, or a related support function.
•Experience with service management systems, case management tools, and ERP platforms preferred.
•Strong attention to detail and problem-solving skills.
•Excellent communication and stakeholder management abilities.
•Ability to manage multiple priorities while maintaining high levels of accuracy.
•Strong customer service orientation and commitment to operational excellence.
