Customer Care Specialist

The Customer Care Specialist supports customer-reported product, warranty, and service cases by ensuring timely intake, accurate documentation, appropriate routing, and consistent administrative follow-up. The Specialist gathers required customer and equipment information, maintains case records, coordinates routine communications, and supports Customer Care Leads and Technical Support Engineers across one or more product lines. This role supports case progression but does not hold end-to-end case ownership or accountability for resolution and closure.

Key Responsibilities

Customer Intake & Acknowledgment
Receive customer requests through designated channels, acknowledge receipt, establish initial expectations, and create the case in the approved case-management system.

Case Documentation & Data Validation
Capture and validate customer contacts, site details, equipment information, serial numbers, order data, reported symptoms, operating conditions, photographs, and supporting documents.

Initial Classification & Routing
Apply established product-line, issue-type, severity, and routing criteria. Promptly escalate defined safety, unit-down, and critical indicators and route the case to the assigned Customer Care Lead and appropriate technical resource.

Warranty Information Gathering
Collect product history, shipment records, contract information, and supporting documentation needed by the Customer Care Lead to evaluate warranty entitlement.

Communication & Administrative Coordination
Provide standard acknowledgments and routine updates as directed by the Customer Care Lead. Coordinate meetings, requested information, reports, and other administrative activities.

Action Tracking & Follow-Up
Track open actions, information requests, customer responses, technical calls, field activity, and case milestones. Follow up with responsible parties without assuming ownership of the resolution decision.

Case Record Quality & Closure Support
Maintain complete and accurate records and assemble required correspondence, technical documentation, field reports, customer confirmation, and closure information for review by the Customer Care Lead.

Shared Product-Line Support
Support one or more product-line teams and coordinate activities across assigned Customer Care Leads and Technical Support Engineers as capacity and workload require.