Service and Warranty Representative

About the role

The Service & Warranty Representative serves as a primary technical resource for Virnig Manufacturing’s dealers and end users, providing product support, troubleshooting, and warranty assistance. This position uses technical knowledge and independent judgment to diagnose equipment concerns, recommend solutions, facilitate warranty and return processes, and coordinate repairs. The Service & Warranty Representative works closely with customers and internal teams, including Sales, Engineering, Manufacturing, and Parts Sales, to resolve product and service issues efficiently and provide an exceptional customer experience.

Responsibilities

• Serve as a primary technical resource for Virnig dealers and end users by providing product support and troubleshooting.
• Diagnose equipment and product concerns and recommend appropriate solutions.
• Resolve warranty claims by evaluating available options and working with customers toward resolution within established guidelines.
• Research potential solutions by collaborating with internal departments and, when necessary, external resources.
• Organize and coordinate repairs and service for customers.
• Process warranty claims and returns accurately and efficiently and follow through to ensure timely resolution.
• Accurately document customer interactions, service cases, warranty claims, and resolutions in the CRM system.
• Communicate professionally with customers through phone, email,