Warranty Claims Specialist

Job Title: Warranty Claims Specialist

Job Description

This Warranty Claims Technician (Hydronics Technical Support) role focuses on supporting warranty claims, product returns, and technical troubleshooting for hydronic heating equipment. It is well suited for individuals with hands-on HVAC, boiler, plumbing, or hydronics experience who want to transition from field work into a more office-based technical support environment. The position is full-time, based in Warwick, RI, with a hybrid schedule available after an initial onsite training period, and offers a clear path from contract-to-hire with long-term growth potential in technical support, warranty administration, and operations.

Responsibilities

• Support customers, contractors, distributors, and sales teams with warranty claims and product returns in a professional and timely manner.
• Process Return Goods Authorizations (RGAs), warranty claims, credits, and replacement requests accurately and efficiently.
• Manage customer interactions through CRM and ticketing platforms, ensuring clear documentation and follow-up on all inquiries.
• Work within ERP systems to process orders, returns, and credits while maintaining data accuracy and compliance with internal procedures.
• Answer customer calls and emails related to warranty and returns inquiries, providing clear technical guidance and status updates.
• Review returned equipment for warranty consideration, ensuring all relevant information and documentation are collected.
• Perform visual inspections and functional testing of returned products to assess condition and performance.
• Investigate product failures and determine potential root causes using hydronics, HVAC, plumbing, and heating systems knowledge.
• Document findings from inspections and investigations and provide recommendations regarding warranty eligibility and next steps.
• Identify recurring trends in warranty claims and product issues and communicate insights to internal teams to support continuous improvement.
• Generate monthly reporting and warranty claim statistics to help track performance, trends, and key metrics.
• Support product recall activities by assisting with documentation, tracking, and communication as needed.
• Provide warranty process guidance to sales representatives, distributors, and wholesale partners to ensure consistent handling of claims.
• Collaborate with customer service, warehouse, shipping, production, and technical teams to resolve customer issues and coordinate product returns or replacements.
• Maintain accurate, organized documentation of customer interactions, claim activity, and technical findings within CRM and ERP systems.
• Deliver an exceptional customer experience by responding promptly, communicating clearly, and resolving issues effectively.
• Accurately evaluate warranty claims based on technical findings, product history, and warranty policies.
• Troubleshoot equipment issues efficiently, using technical knowledge of hydronic heating systems, boilers, plumbing systems, and HVAC equipment.
• Manage warranty and returns processes with attention to detail, ensuring that all steps are completed and documented properly.
• Recognize and report trends that can improve product performance and customer satisfaction, supporting ongoing product and process improvements.

Essential Skills

• High school diploma or GED with at least 2 years of experience in hydronics, HVAC, plumbing, heating systems, technical support, or warranty-related work, OR an associate's degree with at least 1 year of experience in these areas.
• Working knowledge of hydronic heating systems, boilers, heating equipment, pumps, controls, or related products.
• Strong troubleshooting and problem-solving skills applied to mechanical and technical issues.
• Excellent verbal and written communication skills for interacting with customers, contractors, and internal teams.
• Ability to manage multiple priorities and customer requests simultaneously in a fast-paced environment.
• Strong organizational skills and attention to detail when processing claims, documenting findings, and updating systems.
• Proficiency with Microsoft Office applications, particularly Excel, for reporting and data tracking.
• Ability to learn and follow warranty and claims processes, even without prior warranty experience, leveraging strong hydronics and customer communication skills.

Additional Skills & Qualifications

• Experience troubleshooting boilers, hydronic heating systems, plumbing systems, or HVAC equipment in a field or technical support setting.
• SAP or other ERP system experience for handling orders, returns, credits, and product information.
• CRM or ticket management experience for tracking customer interactions and warranty cases.
• Technical coursework in Plumbing, Heating, HVAC, Controls, or a related field.
• Experience supporting contractors, distributors, or customers in a technical environment, such as inside sales or technical support.
• Previous experience with warranty, RGA, returns, or claims processing.
• Experience in roles such as HVAC Service Technician, Boiler Technician, Plumbing & Heating Technician, Hydronics Technician, Technical Support Specialist, HVAC Inside Sales Representative, Plumbing Supply Counter Professional, Mechanical Equipment Support Specialist, Building Controls Technician, or Technical Customer Support Representative.
• Interest in transitioning from field work into a manufacturer or office-based technical support environment.
• Motivation to build a long-term career in technical support, warranty administration, and operations while leveraging hydronics expertise.

Work Environment

The role is based in Warwick, RI and begins with an onsite training period to learn products, systems, and warranty processes, after which it transitions to a hybrid work schedule with only a few days per week in the office. The position offers a stable MondayFriday work environment in a manufacturer setting, focused on technical support, warranty administration, and operations rather than field service. You will work extensively with CRM and ticketing platforms, ERP systems (such as SAP or similar), and Microsoft Office, particularly Excel, to manage claims, documentation, and reporting. The environment is collaborative, with regular interaction across customer service, warehouse, shipping, production, and technical teams. Dress is typical for an office-based technical role, suitable for working in a professional setting and occasionally around warehouse or production areas when reviewing returned equipment. The culture emphasizes delivering an exceptional customer experience, accurately evaluating warranty claims, troubleshooting equipment issues efficiently, and using data and trends to improve product performance and customer satisfaction, providing long-term growth potential following conversion from contract-to-hire.

Job Type & Location

This is a Contract to Hire position based out of Warwick, RI.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Warwick,RI.

Application Deadline

This position is anticipated to close on Oct 15, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.