Warranty Agent

Position Summary

Responsible for providing technical, analytical, and other administrative support within the warranty process as first contact with customers and dealers.

Essential Duties And Responsibilities

• Respond appropriately and professionally to warranty phone calls and emails.
• Qualify validity of claims.
• Set up claims, issue parts requests, discuss with production and/or engineering.
• File claims with vendors.
• Track claims to final conclusion: phone, email, photos, suppliers, costs, etc.
• Negotiate settlement regarding claim, particularly one that is outside the written warranty parameters.
• Initiate returned goods, coordinate shipping/delivery to applicable location.
• Follow-up with production for repairs;
• Inform sales the unit is available for resale;
• maintain warranty warehouse repair line database.
• Develop customer service rapport with our dealers.
• Understand which claims can be immediately processed, which need review from managerial level before proceeding.
• Work with multiple organizations internally and externally.
• Perform initial legwork and coordination on transportation issues.
• Answer product inquiries regarding maintenance, usage, load, VIN searches, and other customer service functions.
• Approve labor, parts invoices from Trailer World.
• Coincide with accounting.
• Collect and report required NHTSA data.

Qualifications / Requirements

• Five to Seven years related experience in a manufacturing environment preferred.
• Direct experience/knowledge with trailers.
• Ability to solve problems, meet customer needs, and flexibility and adaption to change.
• Proven ability to use Microsoft Office Suite.
• Excellent verbal and written communication skills.