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Commercial Warranty Administrator
Job Summary:
This position is primarily responsible for processing all Service warranty claims, RGAs, and vendor rework reporting while providing administrative support to the Director of Service to ensure customer satisfaction. This position also serves as a liaison to accounting, credit and sales to ensure claims are processed accurately and are paid promptly. The Warranty Administrator also trains Service team members on vendor warranty policies and parameters to ensure warranty policies are followed, and serves as a customer advocate to our vendors.
Primary Duties:
- Submit warranty claims through connectivity, online, or by e-mail for all vendors.
- Ensure warranty claims match SAP invoices and Credit Memos.
- Understand Manufacturer warranty policies and allowances to gain full reimbursement for parts, labor, and transportation as allowed under each policy.
- Compile and submit RSS (Repair Service Survey) data required by Director of Service.
- Maintain up to date “How To” Manual for warranty claims processing.
- Assist Director of Service with organization & coordination of yearly technical training classes for all locations.
- Assist in training with SAP processes as requested.
- Process & Track all warranty credits received from manufacturers, clearing invoices with credits received.
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Collect & return warranty parts to manufacturers as requested.
- Maintain list of current reworks, tracking progress until complete and within manufacturer deadlines.
- Monitor and execute product warranty registrations as required by each manufacturer.
- Assist Director of Service in planning and developing strategies to improve market share, customer relations, productivity, profitability, and our pursuit to CSI to 5+.
- Additional duties as assigned.
Preferred Competencies, Qualifications, and Skills:
Job Qualifications:
- High school diploma or equivalent
- At least 2 years related work in a customer service capacity or equivalent combination of experience and/or training
- Evidence of technical education in hydraulics, electrical diagnostics and engines
- Past supervisory experience preferred
Abilities Required:
- Perform 80% of duties while standing
- Bend, kneel, or lie under equipment
- Lift up to 75 pounds
- Read and interpret documents such as service manuals, schematics, technical documents, and email
- Pass the basic technical certifications within 1 year, electrical, four stroke, hydraulic, diesel
- Ability to work in a constant state of alertness and safe manner
Competencies/Skills:
- Collaborative style with excellent time-management, training, presentation and facilitation skills.
- Ability to analyze data and recommend corrective actions to achieve company deadlines and goals.
- Ability to drive and lead change in diverse, empowered worksite operation, attaining lasting, sustained culture transformation.
- Excellent verbal and written communication skills, coupled with ability to influence as well as instruct.
- Demonstrated ability to build relationships and team with all levels in the organization.
- Proficient in Microsoft Office products spreadsheets, word processing, email etc.
- Commitment to professional development
- Customer Focus
- Attention to detail
Equal Opportunity Employer and Drug Free Workplace. A background check and pre-employment drug screen will be conducted.
