The Warranty Coordinator is responsible for administering the warranty department with the goal of providing best-in-class warranty service in the ski and outdoor industries.
This includes providing warranty service to consumers and dealers via phone, email, and in-person interaction. The job entails receiving, assessing, repairing or replacing, and processing warranty product returns, as well as handling any relevant communication about the returns. The Warranty Coordinator will also be responsible for building and coordinating our winter and summer demo fleets of test products.
The position calls for regular, close communication with customer service, warehouse, sales, operations, accounting, and other contacts within the business.
This position will be full-time in the peak winter period and part-time in the summer.
• Receive, evaluate, repair or replace, and process warranty returns in a quality and timely manner • Communicate with warranty customers and retailers by phone and email in a positive, professional, timely, and satisfactory manner • Ship and process warranty parts orders in a timely manner • Proactively resolve problems. Provide the highest level of service possible to our customers, dealers, sales reps, and other employees • Assist with tracking and reporting warranty trends and replacement part needs • Serve as the technical lead and project coordinator for any product retrofit or inspection projects • Serve as an internal technical resource for our customer service and sales teams • Maintain an organized and clean warranty area • Improve the processes and capabilities within our warranty department • Minimize warranty costs while providing a high level of service • Build our winter and summer demo fleet of test products. Work with our sales management team to establish the seasonal needs, order the product, mount (as needed), mark, and prepare the product for test use. Maintain the fleet in top condition over time • Coordinate the shipment and return of demo products to sales reps, dealers, media, and other key users • Assist with various customer service responsibilities as needed (entering orders, shipping packages, etc.) • Execute on any projects or tasks that may be assigned • Attend and assist at tradeshows, sales meetings, sample sales, and other retail and consumer events as needed • Learn and be a technical expert about the Dynafit, Salewa, Pomoca and Wild Country brands and products. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work • Demonstrate proficiency with our computer systems and software
• Two to four years customer service and/or retail experience, preferably in the ski or outdoor industries • A proficiency for understanding the mechanical aspects and parts of our products and an ability to fix them in a complete and satisfactory manner. Specific hands-on experience with servicing and repairing ski boots and bindings is required • Time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated, are expected. Taking initiative and making independent decisions are also essential. • Excellent written and verbal communication skills and strong interpersonal skills • Strong organizational and computer skills (including Microsoft Office and general computer proficiency). Some ERP experience preferred • College degree preferred • A passion for success, a positive and friendly attitude, and a strong work ethic are all a must • Flexibility and a willingness to help in any way possible are needed in our team environment • Love of the outdoors. A specific passion for mountain sports such a backcountry skiing, climbing, and mountaineering is a plus
Additional Salary Information: The company offers competitive compensation for the outdoor industry. In addition to a base pay, the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan, life and disability insurance, and generous gear discounts.
About Salewa North America
Salewa North America (SNA) is a wholly owned subsidiary of the Oberalp Group––a design & innovation focused outdoor sport company headquartered in the heart of the Dolomites in Bolzano, Italy, with global operations. SNA handles the U.S. / Canada sales, marketing, operations, distribution, and customer service functions for four premier mountain sports brands within the Oberalp Group––SALEWA, DYNAFIT, WILD COUNTRY, and POMOCA.
The Oberalp Group – and SNA – operate in a dynamic market environment, and we seek to work with people who share our hands-on, collaborative, solutions-oriented approach to business.
And, of course, we look for team members who share in our boundless enthusiasm for mountain sports and a stewardship ethic to protect the places we love to play.