Warranty & Revenue Analyst - f'real

PURPOSE STATEMENT

As the Warranty & Revenue Support Analyst for our f'real business, you will play a pivotal role in ensuring the seamless renewal of product warranties while actively identifying and capitalizing on opportunities to generate new revenue streams.

This multifaceted position requires a strategic thinker with a keen understanding of customer relationship management, financial analysis, and a proactive approach to sales and business development.

KEY ACCOUNTABILITIES / OUTCOMES

Technical Support :

• Provide elite-level technical support to customers via various channels, including phone calls, text messages, and emails.
• Address and resolve complex technical issues efficiently to ensure a high level of customer satisfaction.
• Stay updated on product features, updates, and industry trends to deliver informed technical assistance.

Problem Resolution :

• Employ advanced problem-solving skills to diagnose and resolve intricate technical issues.
• Collaborate with cross-functional teams, including product development and engineering, to address and resolve complex technical challenges.
• Proactively identify recurring issues and work towards permanent solutions to enhance product reliability.

Case Management :

• Effectively manage and document customer cases, ensuring accurate and thorough records of all interactions and resolutions.
• Implement a systematic approach to case tracking and resolution to enhance efficiency and customer satisfaction.
• Analyze case trends to provide insights for product improvement and development.

Warranty Renewal Management :

• Develop and implement strategies for managing warranty renewals, ensuring timely and accurate renewals to maximize revenue.
• Collaborate with sales and marketing teams to create targeted campaigns for warranty renewal, upselling, and cross-selling opportunities.
• Monitor and analyze warranty renewal metrics, providing regular reports and insights to the leadership team.

New Revenue Streams :

• Identify and explore opportunities for generating new revenue streams related to the product or service offerings.
• Collaborate with the sales and product development teams to create and implement strategies for diversifying revenue sources.
• Stay abreast of market trends and customer needs to proactively propose and develop new revenue-generating initiatives.

Performance Analysis and Reporting :

• Develop and maintain performance metrics and KPIs related to warranty renewals and revenue generation efforts.
• Provide regular reports and analysis to leadership, highlighting key insights, trends, and areas for improvement.

Continuous Improvement :

• Continuously evaluate and enhance processes related to technical support, problem resolution, and revenue generation.
• Stay informed about industry best practices and implement improvements to align with evolving customer expectations and market trends.

KNOWLEDGE / SKILLS / EXPERIENCE

• Bachelor's degree in a relevant field or equivalent work experience preferred.
• Proven experience in technical support and problem resolution.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proven ability to manage and prioritize multiple tasks.
• Familiarity with warranty management and revenue generation strategies.
• Experience in collaborating with cross-functional teams.
• Ability to work at a computer for extended periods to perform tasks such as data entry, case management, and analysis.
• Comfortable using a keyboard and mouse for prolonged periods.
• Ability to travel occasionally for training, meetings, or other work-related activities, as needed.
• Adaptability to a hybrid work schedule with mandatory in-office work on Tuesdays, Wednesdays, and Thursdays.

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