Service and Warranty Supervisor

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, written correspondence, and in-person interactions.
• Coordinate and deliver training to internal staff on product knowledge and service procedures.
• Create, manage, and complete service-related projects within established timelines.
• Identify replacement part or product needs while troubleshooting customer concerns and coordinate with the Parts Sales team as appropriate.
• Collaborate with Sales, Engineering, Manufacturing, Parts Sales, and other departments to research and resolve customer and product issues.
• Provide technical product knowledge and support to internal teams as needed.
• Proactively communicate emerging customer, product, or service concerns to leadership.
• Maintain a cooperative, positive, and respectful working relationship with customers and coworkers.
• Perform other duties as assigned

Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to move about between offices and attend meetings which may include ascending or descending stairs.
• Occasional lifting and carrying of materials or equipment weighing up to 50 pounds.
• Hearing and speech ability to communicate effectively in person and over the phone using the English language.
• Ability to use hands and fingers to operate standard office equipment such as a computer keyboard, mouse, telephone, copier, and printer with precision and efficiency.

Qualifications

• Associate's degree or technical education in diesel technology, agricultural equipment, automotive technology, industrial technology, or a related field preferred.
• High school diploma or equivalent required.
• Minimum of three years of experience servicing equipment such as attachments, skid steers, mini-skid steers, mini-excavators, or other related farm and construction equipment.
• Experience providing technical support and troubleshooting equipment issues with customers preferred.
• Experience with warranty claims, service coordination, or equipment repair processes a plus.
• Experience working with mechanical, hydraulic, and electrical systems preferred.
• Experience with Salesforce or another CRM system a plus.
• Equivalent combinations of relevant education, technical training, and experience may be considered.

Skills

• Communication and Negotiation: Strong communication and negotiation skills, with the ability