Job Description

Company Profile:

Lennox International Inc. (NYSE: LII) is a global leader in climate control systems headquartered in the greater Dallas area. With revenues of $5.1B in 2024 and a market cap of over $20B, Lennox employs more than 14,000 people around the world. The company designs, manufactures, markets and services a broad range of products for the heating, ventilation, air conditioning and refrigeration markets (HVACR). The company sells its products and services directly, as well as through distributors, and Company-owned stores.
We started our operations in India in Chennai in 2010. Lennox India Technology Centre is a GCC Centre with around 1000 employees, with a focus on Engineering, IT, Analytics, Marketing and Communications, Finance, Shared services, Customer Experience, and Supply Chain Centre of excellence. We recently entered into a Joint Venture with Samsung and Ariston to expand our product offerings for our North America customers.
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This role is a great opportunity to be a part of Lennox Customer Service group.



Process warranty claims: Review, validate, and approve or deny warranty claims. Customer support: Assist customers/stakeholders with inquiries related to product warranties, repairs, or replacements. Data entry: Maintain accurate records of warranty claims, validate duplicate claims. Communication: Respond promptly to customer inquiries via email. Policy enforcement: Ensure all warranty processes comply with company and manufacturer guidelines.

Process Warranty Claims:

Receive, review, and validate warranty claims from customers or dealers. Ensure all required documentation and information is provided. Approve or reject claims based on warranty terms and company policies.

Customer Support:

Respond to customer inquiries related to warranties, repairs, or replacements. Provide clear information about warranty coverage, timelines, and procedures. Handle complaints or escalations professionally and efficiently.

Analyze Warranty Trends:

Track frequent issues or recurring defects Share insights with quality assurance teams to improve efficiency and quality of service delivery.

Ensure Policy Compliance:

Follow manufacturer and company warranty policies strictly. Stay updated on product changes, warranty terms, and company guidelines.

Support Returns and Replacements:

Arrange for product returns, repairs, or replacements when claims are approved.

Monitor and follow up on pending claims or incomplete transactions.
Qualifications:
A bachelor's degree with 3 to 8 years' experience in a customer-facing role (training provided) Working knowledge of modern web applications including but not limited to Salesforce, SAP, Customer Portals & MS Office Excellent written and verbal communication skills, including effective listening skills. Understanding of technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus details is crucial. Able to make recommendations and take proactive approach. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.

Ability to build and foster professional relationships

Must Have Crtical Skills

Excel Outlook SAP

Desired Skill:

SAP Salesforce

Field Service Backoffice process