Senior Warranty Administrator

Department: Engineering and Warranty
Reports to: Engineering and Warranty Manager

About the role

The Senior Warranty Administrator is responsible for managing warranty and service cases from initial intake through resolution. This role serves as a subject matter expert in warranty policy, supports continuous improvement of warranty processes, and collaborates cross-functionally to ensure timely and effective resolution of customer issues.

Responsibilities

• Manage warranty, service, and parts-related cases from intake through final resolution.
• Investigate customer concerns by working directly with end users, dealers, agents, sales representatives, and internal teams.
• Enter, track, and maintain warranty cases using Microsoft Dynamics case management tools.
• Process service and work orders and ensure accurate documentation of case activity.
• Maintain thorough, accurate records of warranty cases, communications, and resolutions.
• Coordinate with Engineering, Sales, and Operations leadership when escalations require cross-functional decision making.
• Serve as a primary point of contact for warranty and service inquiries.
• Provide customers with pricing, quotations, ordering assistance, and shipment updates.
• Communicate warranty decisions, service plans, and resolution timelines clearly to customers.
• Follow up with customers after resolution to confirm satisfactory outcomes.
• Enter warranty and service parts orders into ERP systems.
• Provide order acknowledgments and shipping notifications to customers.
• Coordinate with internal departments (production, shipping, transportation) and external partners to execute service plans efficiently.
• Schedule and coordinate field service trips when required.
• Serve as a subject matter expert in warranty policy interpretation and application.
• Identify inefficiencies within warranty intake, review, and resolution processes and recommend corrective actions.
• Support training and onboarding of new team members and cross-functional partners.
• Participate in or lead special projects such as system improvements, reporting enhancements, and ERP/CRM optimization initiatives.
• Proactively identify safety or quality concerns and escalate issues to appropriate stakeholders.
• Ensure consistent application of warranty policies across cases.
• Support improvements to case management tools, reporting systems, and ERP workflows.
• Assist leadership in developing warranty policies and service procedures.

Expectations

• Maintain a high level of professionalism and diplomacy in all customer interactions.
• Ensure timely response and resolution of customer inquiries.
• Collaborate effectively with cross-functional teams to resolve issues quickly.
• Develop and maintain standard work to support consistent communication and case management practices.
• Support departmental goals related to warranty responsiveness, service quality, and customer satisfaction.
• Communicate potential risks, challenges, or escalation items to the Engineering and Warranty Manager along with recommended solutions.
• Maintain awareness of case backlog and resolution status and trends and communicate any concerns to the Engineering and Warranty Manager along with recommended solutions.

Qualifications

• Strong interpersonal, written, and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to collaborate effectively across departments.
• High level of customer service orientation and professionalism.
• High School Diploma required; Associate’s Degree preferred.
• Intermediate proficiency in Microsoft Office Suite.
• Experience with Microsoft Dynamics 365 or similar CRM/case management system preferred.
• Experience working with ERP systems.