Warranty Operations Specialist

Reports To: Warehouse & Logistics Lead

Compensation: $20–$22/hour starting, based on experience and demonstrated capabilities. This position is designed for growth, with opportunities for increased compensation and responsibility as product expertise, operational ownership, and leadership responsibilities develop.

MISSION

Own Sterling’s warranty process from evaluation through resolution, ensuring warranty claims are handled accurately, efficiently, and with the level of service expected from Sterling.

Develop a deep understanding of Sterling’s products, warranty standards, repair processes, and recurring product issues while helping build a scalable warranty operation capable of supporting Sterling’s continued growth.

OUTCOMES

1. Warranty claims move quickly and consistently from receipt to resolution

What success looks like

- Incoming warranty claims and returned products are reviewed promptly
- Every open warranty has a clear status and next action
- Claims do not sit unresolved because ownership is unclear
- Approved repairs and replacements move forward without unnecessary delays
- Warranty priorities are managed independently without requiring constant follow-up

Measurable

- Warranty claims reviewed within established service standards
- Open warranty backlog remains within established targets
- No claims sit without a documented next action
- Replacement and repair turnaround times are tracked and consistently improved

2. Warranty decisions are accurate, consistent, and grounded in strong product knowledge

What success looks like

- Develops a deep working knowledge of Sterling’s luminaire and component lines
- Understands how Sterling products are assembled, installed, serviced, and repaired
- Correctly identifies common product failures and determines appropriate resolutions
- Knows when a product should be repaired, when components should be replaced, and when full replacement is appropriate
- Applies warranty standards consistently while recognizing situations requiring escalation

Measurable

- High accuracy in warranty evaluations and resolutions
- Minimal corrections or reversals of warranty decisions
- Demonstrated proficiency across Sterling’s core product line
- Increasing ability to diagnose unfamiliar independently or complex issues

3. Repairs and replacement orders are completed accurately and efficiently

What success looks like

- Warranty repairs are completed correctly and returned to service
- Replacement orders contain the correct products, components, quantities, and customer information
- Required parts and inventory are identified before they become bottlenecks
- Completed warranty replacements move cleanly into fulfillment and shipping

Measurable

- Near-zero errors in warranty replacement orders
- Repairs completed within established turnaround standards
- Minimal repeat repairs caused by incorrect diagnosis or workmanship
- Warranty inventory needs are communicated proactively

4. Customers receive clear and professional communication throughout the warranty process

What success looks like

- Customers know what is happening with their warranty when communication is required
- Technical information is explained clearly without unnecessary complexity
- Difficult or unusual situations are escalated appropriately
- Warranty interactions reinforce Sterling’s commitment to supporting lighting professionals after the sale

Measurable

- Customer inquiries related to active warranties receive timely responses
- Minimal customer follow-up required to determine warranty status
- Escalations are raised before situations become customer-service problems
- Communication is accurate, professional, and consistent with Sterling standards

5. Warranty information becomes useful operational and product data

What success looks like

- Warranty claims are documented consistently
- Failure types and resolutions are categorized accurately
- Patterns and recurring issues are identified instead of treated as isolated claims
- Meaningful product trends are communicated to Operations and leadership
- Warranty information helps Sterling improve products, processes, and future decision-making

Measurable

- Warranty records are complete and consistently categorized
- Recurring failure trends are identified and reported
- Regular warranty reporting provides visibility into claim volume, failure type, resolution, and cost
- Product or process concerns are surfaced proactively

6. The warranty operation becomes more organized, documented, and scalable

What success looks like

- Existing processes are learned before changes are recommended
- Inefficiencies and unnecessary steps are identified
- Repeatable processes are documented
- Tools, workspaces, parts, and information are organized to support efficient warranty work
- Improvements are recommended based on firsthand experience performing the work
- Participates in the research, evaluation, and development of a potential Sterling refurbishment program targeted for launch in 2027

Measurable

- Core warranty procedures are documented and maintained
- Clear workflows exist for common warranty scenarios
- Process improvements reduce turnaround time, errors, or unnecessary replacement costs
- Warranty operations become less dependent on individual knowledge or constant management oversight
- Contributes to establishing refurbishment workflows, feasibility assessments, and operational requirements in preparation for a potential 2027 launch

7. Demonstrates readiness for increasing ownership and future leadership

What success looks like

- Takes responsibility for the overall health of warranty operations, not just assigned tasks
- Identifies problems and brings proposed solutions
- Can prioritize work independently and communicate when additional resources are needed
- Builds processes that could eventually be taught and delegated to others
- Demonstrates the judgment, accountability, and communication skills required to lead others as the warranty function grows

Measurable

- Requires decreasing day-to-day direction as product knowledge develops
- Regularly identifies and implements meaningful process improvements
- Can clearly explain and train others on established warranty procedures
- Demonstrates ability to organize work beyond their own individual workload
- Earns increasing responsibility as the needs of the department grow

Requirements

REQUIREMENTS

COMPETENCIES

1. Ownership Mentality

Takes responsibility for seeing work through from beginning to end. Does not allow problems to sit simply because the next step belongs to someone else.

2. Technical & Mechanical Aptitude

Enjoys understanding how products work, troubleshooting problems, working with components, and determining why something failed. Previous lighting experience is not required, but curiosity and the ability to learn technical products quickly are essential.

3. Problem Solving

Approaches unfamiliar problems logically, gathers the necessary information, tests assumptions, and works toward practical solutions rather than immediately escalating.

4. Operational Thinking

Sees beyond individual tasks to understand the complete process. Naturally notices bottlenecks, inefficiencies, recurring problems, and opportunities to improve how work moves through the organization.

5. Attention to Detail

Understands that small errors in product identification, warranty evaluation, repairs, or replacement orders create larger problems downstream.

6. Customer Judgment

Balances warranty policies, technical realities, cost, and customer experience when determining the appropriate path forward.

7. Organization & Prioritization

Can manage multiple open claims, physical products, repairs, replacement orders, and follow-ups without losing track of details.

8. Proactive Communication

Raises questions early, communicates problems clearly, and keeps the appropriate people informed without requiring constant check-ins.

9. Leadership Potential

Wants increasing responsibility and demonstrates the maturity, initiative, accountability, and communication skills necessary to eventually train and lead others.

NOT THIS ROLE

- A desk-only warranty processing position
- A customer service position with occasional warranty responsibilities
- A management position where the hands-on work is immediately delegated to others
- A purely technical repair position
- A role for someone who needs every task assigned or prioritized for them
- A role for someone satisfied with maintaining a broken or inefficient process simply because “that’s how we’ve always done it”

This role is intentionally hands-on. The person stepping into it will learn the warranty operation by performing the work themselves, evaluating products, troubleshooting failures, completing repairs, processing replacements, communicating with customers, and documenting results.
As Sterling grows, this role has the potential to grow with it. The right person will have the opportunity to help shape the processes, standards, systems, and eventually the team responsible for Sterling’s warranty operation.

Benefits

BENEFITS

- Healthcare
- STD/LTD
- Paid Holidays
- PTO & Bereavement Leave
- 401k Contributions