Warranty Support Specialist II

Job Description:

The Warranty Support Specialist II at AAON is a mid-level role responsible for managing more complex warranty claims, analyzing trends, and supporting continuous improvement initiatives. This position serves as a liaison between customers, service providers, and internal departments to resolve warranty issues efficiently and accurately. The specialist contributes to process improvements and may assist in training junior staff. This role is ideal for individuals with experience in technical support or warranty administration in a manufacturing or HVAC environment.

Primary Duties

Warranty Support Specialist II handles escalated claims, performs root cause analysis, and supports warranty data reporting and process optimization.

Primary duties may include, but are not limited to:

• Review and process complex or high-value warranty claims.
• Investigate recurring product issues and collaborate with engineering and quality teams.
• Communicate with customers and service providers to resolve disputes or clarify policies.
• Analyze warranty data to identify trends and recommend improvements.
• Assist in updating warranty documentation and training materials.
• Support audits and compliance with warranty procedures.
• Mentor and support Warranty Support Specialist I team members.
• Participate in cross-functional meetings to improve product reliability and

customer satisfaction

Job Requirements

Education and Experience Requirements:

Requires a high school diploma or GED

Preferred: Associate's or bachelor's degree in business, Engineering Technology, or a related field.

Knowledge, Skills, and Abilities:

• Strong understanding of warranty processes and customer service.
• Ability to analyze data and identify trends or root causes.
• Proficiency in Microsoft Office and warranty management systems.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and resolve conflicts or any combination of education and experience, which would provide an equivalent background.

Essential Mental and Physical Functions:

This role requires analytical thinking, problem-solving, and the ability to manage complex tasks independently.

Requirements:

• Ability to sit and work at a computer for extended periods.
• Visual acuity for reviewing technical documents and data.
• Mental focus for handling escalated issues and multitasking.

Work Environment:

Work is primarily performed in an office setting with regular interaction with technical and production teams. Occasional visits to the manufacturing floor or customer sites may be required. Standard business hours apply, with occasional overtime during peak periods.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all

functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested,

reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.