Customer Warranty Administrator

Career Opportunity – Carrier Enterprise Canada

Position: Customer Warranty Administrator

Reporting to: Warranty Manager

Location: Resolution Dr., Brampton

Who We Are: Carrier Enterprise Canada (CEC) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) and refrigeration products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CEC offers customers a wide range of HVAC/R product lines, competitive pricing, best-in-class customer service and valuable, time-saving services that positions CEC as an industry leader. With 36 locations in Canada and over 150+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, there is a location to service our customers HVAC/R needs.

The Customer Warranty Administrator is responsible for delivering an exceptional post-sale customer experience by supporting warranty registrations, claim processing, and customer inquiries across multiple digital channels. This role combines administrative accuracy with proactive customer advocacy to ensure warranty claims are processed efficiently and in compliance with factory and distributor requirements.

The Opportunity:

Customer Support & Communication

• Respond to inbound and outbound customer inquiries (20–30 interactions daily) via phone, email, chat, and online platforms.
• Provide onboarding support for warranty platforms, including account setup and credential distribution.
• Build customer confidence through professional, courteous, and solution-focused interactions.

Warranty Administration

• Process warranty claims accurately and efficiently.
• Review claims to ensure all factory/distributor criteria are complete and compliant.
• Assist with product registrations and warranty documentation.
• Audit warranty reports and identify discrepancies.

Issue Resolution & Problem Solving

• Independently research and resolve complex customer issues.
• Exercise sound judgment within company policy and warranty guidelines.
• Escalate issues appropriately when required.

Documentation & Systems

• Accurately document customer interactions, transactions, and claims in CRM (Salesforce or equivalent).
• Maintain detailed records to ensure compliance and traceability.
• Maintain knowledge of product updates and warranty programs.

Collaboration

• Partner with internal teams (sales, warehouse, factory contacts) to ensure timely resolution.
• Support bilingual documentation and translation needs where applicable.

Qualifications

Required Qualifications

• 1 – 2 years of experience in warranty administration, customer service, or technical support.
• Experience in high-volume, fast-paced environments.
• Strong attention to detail and data accuracy.
• Proficiency in Microsoft Office and CRM systems (Salesforce preferred).
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Customer-focused mindset with strong problem-solving ability.

Preferred Qualifications

• HVAC or B2B distribution experience is an asset but not required.
• Bilingual (English/French) is an asset but not required.
• Post-secondary education in business or related field preferred but not required.

What’s in it for you?

• When you join Carrier Enterprise Canada, you will be part of a dynamic work environment that delivers first-class service to provide comfort to every home & business through our top of the line HVAC/R products.
• You’ll join a team built on trust and integrity – where we succeed and celebrate together.
• We value engagement, empowerment and accountability and our team members flourish because of it.
• We care about your future with us. We encourage and provide opportunities for learning and development by using the best-in-class tools for training.
• Every team member makes an impact in our business. We believe our team members are our greatest asset’s.

We offer competitive salary, incentive, and benefits such as:

• Health, Dental & Vison Care
• Life & Disability Insurance
• Travel Assistance Coverage
• Company Pension Plan with company contribution
• Employee Assistance Program

Pay Range: $50,000 - $60,000 Annual

This pay range is not a gurantee of compensation or salary. Final base salary will be determined based on several factors which may include but are not limited to resposibilities of the job, education, experience, knowledge, skills and abilities as well as internal equity, alignment with market data and applicable bargaining (if any).

**If you are currently employed by a company that is a customer of Carrier Enterprise Canada, please be aware that your application may present a potential conflict of interest. We take our customer relationships seriously and handle these situations with discretion and care. If such a relationship exists, we may need to assess the situation further before proceeding with your candidacy. If you're unsure whether your current employer is one of our customers, feel free to reach out confidentially for clarification before applying.

***Carrier Enterprise Canada is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted for a job opportunity, please advise the Recruiter of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.