Customer Service and Warranty Specialist

Parker Boats traces its roots to Parker Offshore, founded in the late 1960s along the Outer Banks of Beaufort, NC. Parker Boats is a premium offshore and inshore fishing boat manufacturer with heritage built on quality, strength, and seaworthiness, guided by time-tested design and a commitment to craftsmanship.

The Customer Service and Warranty Specialist is responsible for delivering exceptional support to Parker Offshore customers and dealers by managing warranty claims, resolving product and service concerns, and ensuring a positive ownership experience. This role serves as a critical liaison between customers, dealers, and internal departments to facilitate timely issue resolution, maintain warranty compliance, and support Parker Offshore’s commitment to quality, reliability, and customer satisfaction. The position also contributes to continuous improvement efforts by identifying trends, providing feedback on product performance, and helping enhance the overall customer experience.

Key Responsibilities:

• Serve as the primary contact for customers and dealers regarding product questions, service concerns, and warranty-related inquiries
• Respond to customer communications via phone, email, and other communication channels in a professional and timely manner
• Document customer interactions and maintain accurate records within company systems
• Resolve customer concerns while maintaining a positive customer experience and protecting company interests
• Escalate complex issues to appropriate departments when necessary
• Follow up with customers and dealers to ensure satisfactory resolution of issues
• Receive, review, and process warranty claims submitted by dealers and authorized service providers
• Verify warranty eligibility and ensure claims comply with company policies and procedures
• Investigate warranty concerns and coordinate with production, engineering, quality, and service teams to determine appropriate resolutions
• Support product recalls, service campaigns and customer notifications as needed
• Track warranty trends and report recurring issues to management
• Authorize warranty repairs and replacement parts within established guidelines
• Maintain accurate warranty records, reports, and supporting documentation
• Assist in developing and improving warranty policies, procedures, and communications with dealers and internal personnel