Service Advisor / Warranty Administrator

About the role

The Service Advisor / Warranty Administrator position at Yukon Equipment Inc. is responsible for ensuring the dealership receives payment for warranty work. This includes preparing, submitting, and following up on invoicing, coordinating with Accounts Receivable, and managing warranty and Product Improvement Program (PIP) claims.

Responsibilities

• Process all warranty paperwork and electronic claims within manufacturers’ timelines.
• Coinciding with Accounts Receivable, finalize work orders and forward invoices to the team.
• Create and manage service work orders, ensuring accuracy in customer and equipment information.
• Verify warranty payment criteria required by manufacturers.
• Understand key CASE equipment platforms and associated systems.
• Prepare, submit, and track manufacturer warranty claims and campaign (PIP) repairs.
• Maintain an updated understanding of heavy equipment systems, OEM campaigns, and service bulletins.
• Arrange for returned parts to be sent to manufacturers.
• Resubmit all rejected claims promptly.
• Track warranty parts by work order, date of replacement, and disposal date.
• Maintain warranty and PIP records as required by the warrantor.
• Complete special projects as assigned.
• Prepare customer, internal, and warranty work orders for closure.
• Process external vendor invoices (shop supplies, sublet repairs) and bill to appropriate work orders.
• Achieve a clean and organized work environment, supporting shop safety protocols.
• Resolve customer complaints or service issues in a timely and professional manner.
• Work in a state of alertness and in a safe manner.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED equivalent required.
• Minimum of one (1) year related experience and/or training required; a degree from an accredited college or technical school is acceptable in lieu of experience.
• Valid state driver’s license and qualified to operate a vehicle under the conditions of the Company’s Driving Policy.
• Ability to pass drug, driving and background screenings.

Preferred Qualifications

• Knowledge of dealership practices and manufacturer relations preferred.

Supervisory Functions

This position does not have supervisory responsibilities.

Knowledge, Skills & Abilities

• Basic knowledge of warranty reimbursement process, Case New Holland (CNH).
• Knowledge of CASE construction equipment, including skid steers, backhoes, dozers, loaders, tractors and Case New Holland (CNH) Web Academy.
• Ability to troubleshoot service issues and coordinate efficient resolutions involving technicians, parts, and warranty departments.
• Works effectively with technicians, parts personnel, warranty admins, and sales staff to ensure smooth service department operations.
• Ability to stay calm and productive under tight deadlines, customer demands, and unexpected service requests and diagnostic procedures.
• Knowledge and ability to stay current with CASE product updates, changes, and evolving service practices.
• Knowledge and understanding in basic accounting practices.
• Knowledge of dealership practices and manufacturer relations.
• Ability to use standard office equipment and perform clerical/administrative tasks.
• Exceptional time management skills.
• Ability to be detail oriented, organized, and proactively follow-up as needed.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Ability to actively listen, with strong verbal and written communication skills.
• Ability to work in a team environment and ask for assistance when needed.
• Basic knowledge of computer business software applications presently used by the Company. Ability to learn new applications. Microsoft package is preferred.
• Ability to type 45 WPM and use the 10-key by touch.
• Ability to read and understand documents such as warranty guidelines, safety rules, Company’s Standard Operating Procedures (SOPs).
• Ability to adapt to changes in tasks in the work environment; manage competing demands and change approach to best fit the situation.
• Must be able to deal with frequent delays, and unexpected tasks as assigned.
• Basic knowledge of heavy equipment. Models and functions in the construction industry.
• Ability to maintain a professional appearance.
• Ability to work in a Native Corporation multi-business environment.