SUMMARY

The Warranty Administrator will be responsible for processing warranty claims, providing customer service and ensuring that all paperwork is correct and submitted appropriately. Responsibilities will include the verification of all criteria as required by the service department, reconciliation of warranty receivables with payments through the appropriate accounting schedule, tracking parts, arranging for the shipment of parts, and creating service department requests to perform repairs. Other duties may be assigned as necessary.

REQUIREMENTS

· High school diploma or GED required.
· 7+ years’ working experience in a customer service or administrator role.
· Strong customer service and troubleshooting skills.
· Able to work well under pressure.
· Strong attention to detail.
· Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
· Proven data entry, data editing and typing skills.
· Experience in all aspects of customer service and people management.
· Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
· Able to respond quickly in a dynamic and changing environment.
· Able to effectively communicate both verbally and in writing.
· Strong work ethic and positive team attitude.
· Previous industry knowledge.

· Promote a good company image with customers and suppliers.
· Answer all incoming service calls and allocate appropriately, ensuring calls are returned promptly.
· Provide administrative support of both the Shop Foreman and Service Manager.
· Work with Shop Foreman and Service Manager to schedule customer warranty work.
· Order and monitor warranty parts for expected delivery.
· Open work orders.
· Communicate with customers to provide work progress updates, parts ETA delays on warranty jobs.
· Review daily updates to warranty work orders, ensuring concise and accurate descriptions from technicians.
· Edit and review work orders prior to closing for warranty and internal purposes.
· Process warranty claims on a timely basis.
· Process all warranty paperwork to ensure proper documentation.
· Provide customer service regarding warranty questions and service
· File and maintain all service records as required.
· Keep track of all warranty parts by noting the repair order number, date of replacement and date on which part may be disposed.
· Maintain all service and customer records as required by the warrantor.
· Perform other duties as assigned.