Customer Service / Apparatus Warranty Specialist

About the role

The Customer Service / Apparatus Warranty Specialist will manage and process warranty claims and customer service support related to Heiman OEM and Rosenbauer OEM apparatus builds. This role serves as a key liaison between customers, internal service teams, and OEM partners, ensuring warranty issues are documented, tracked, and resolved efficiently using Rosenbauer's CRM system.

Responsibilities

• Manage and process warranty claims for Heiman OEM and Rosenbauer OEM apparatus
• Serve as the primary point of contact for customers regarding apparatus warranty issues
• Utilize Rosenbauer’s CRM system to document, track, and manage warranty cases from start to resolution
• Cook up with OEM representatives, service technicians, vendors, and internal departments
• Ensure accurate documentation, photos, reports, and claim submissions are completed on time
• Communicate status updates clearly and professionally to customers and internal teams
• Maintain organized warranty records and support continuous process improvement
• Aid with general customer service inquiries related to apparatus support as needed

Qualifications

• Previous experience in customer service, warranty administration, or service coordination (fire apparatus or heavy equipment experience preferred but not required)
• Strong organizational skills with high attention to detail
• Comfortable working in CRM systems and learning OEM-specific software platforms
• Excellent written and verbal communication skills
• Ability to manage multiple claims and priorities simultaneously
• Self-motivated, dependable, and team-oriented
• Proficiency in Microsoft Office (Outlook, Excel, Word)

Preferred Experience

• Familiarity with warranty processes, OEM documentation, or service workflows
• CRM or ERP system experience (Rosenbauer CRM experience is a plus, training provided)

What We Offer

• Competitive compensation based on experience
• Health, dental, and vision insurance
• Retail plan options
• Paid time off and holidays
• Training and support from industry-leading OEM partners
• A stable, growing company with long-term career opportunities
• The opportunity to support the fire service and make a meaningful impact