The Warranty and Service Engineer plays a key role within the Quality team, responsible for managing and resolving warranty cases, providing advanced technical support, and ensuring the highest levels of customer satisfaction for our commercial lighting product range. This role bridges technical expertise and customer service, working closely with electricians, contractors, suppliers, and internal teams to troubleshoot, coordinate repairs or replacements, and maintain product reliability in the field.The ideal candidate is detail-oriented, proactive, and capable of navigating complex quality processes while driving continuous improvement across systems and practices.Key Responsibilities1. Warranty ManagementCollaborate with the Aftersales team to analyse warranty claims, approve replacements, and manage the return of faulty products for fault analysis.Oversee the disposition of warranty returns.Review and approve quotes from electrical contractors for rectification works, including site removal and replacement of faulty products.Conduct hands-on testing and evaluation of returned lighting products and components to verify faults or confirm fixes.Coordinate repair, rework, and refurbishment requirements for warranty replacements.Coordinate with internal cross-functional teams to identify root causes and implement corrective actions.Liaise with suppliers to arrange product credits and support root cause investigations and corresponding corrective actions.Maintain detailed records on warranty databases and reporting systems and analyse field failure data, including failure type grouping and field failure rate monitoring, for quality reporting.2. Technical Support & TroubleshootingAct as the primary technical contact for warranty-related inquiries and service issues.Guide end customers, contractors, and electricians through technical troubleshooting over phone, email, or on-site visits.Provide technical instructions and documentation to assist in product diagnosis and issue resolution.Support technicians on-site through troubleshooting steps or service interventions when required.Develop troubleshooting guides and best-practice documents for internal and external use.3. Cross-Functional CollaborationWork closely with Customer Service, Engineering, Product Management, Sales, and Supply Chain teams to ensure seamless handling of warranty cases.Provide technical feedback and insights to internal teams to improve product performance and service quality.4. Customer Interaction & CommunicationCommunicate professionally and confidently with customers, contractors, and internal teams.Deliver technical guidance in a clear, customer-friendly manner, ensuring satisfaction throughout the warranty process.Represent the company’s technical credibility and commitment to quality in all interactions. 
