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. 

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.

• 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