Warranty Coordinator

Position Summary

Pro-Serv Facility Solutions is seeking a Warranty Director to oversee the warranty operation across all branches and service regions. This role involves managing the warranty process from initial service requests to final manufacturer reimbursements, ensuring proper authorization, documentation, and timely claims submission.

Primary Responsibilities

• Oversee warranty activity across all Pro-Serv branches and service regions.
• Confirm equipment warranty eligibility before work proceeds whenever possible.
• Obtain and document manufacturer authorization numbers and requirements.
• Review technician notes, asset information, photographs, parts and labor documentation.
• Ensure approval is obtained before manufacturer labor allowances are exceeded.
• Prepare and submit complete claims within every required deadline.
• Track each claim from submission through payment or final documented resolution.
• Reconcile amounts submitted, approved and paid; investigate shortages and deductions.
• Appeal incorrect denials and reimbursement reductions.
• Track outstanding warranty receivables by manufacturer and age.
• Manage defective-part returns, RMAs, shipping and proof of delivery.
• Maintain complete, audit-ready records for every warranty claim.

Leadership & Company-Wide Ownership

• Develop strong working relationships with manufacturer warranty representatives.
• Identify manufacturers or programs creating excessive financial or administrative risk.
• Recommend warranty service holds when payment risk becomes unacceptable.
• Train technicians and office employees on warranty documentation and authorization requirements.
• Cook up coordination with Service, Dispatch, Parts, Inventory, Accounts Receivable, Accounts Payable and branch leadership.
• Provide leadership with accurate weekly and monthly warranty reports.
• Establish consistent warranty standards and require compliance across every branch.

Required Qualifications

• Experience in warranty administration, service operations, claims management, accounts receivable or a related field.
• Strong organization, prioritization and follow-through.
• Ability to manage a high volume of open claims and firm deadlines.
• Strong written and verbal communication skills.
• Experience reviewing invoices, payments and supporting documentation.
• Ability to identify discrepancies and resolve payment issues.
• Strong computer and data-entry skills.
• Ability to communicate professionally with manufacturers, technicians and company leadership.
• Willingness to enforce established procedures and hold others accountable.
• Ability to work independently and maintain control of multiple priorities.

PREFERRED QUALIFICATIONS

• Experience with commercial food equipment, HVAC, refrigeration, plumbing or facility services.
• Experience submitting manufacturer warranty claims through online portals.
• Knowledge of labor allowances, authorizations and parts-return requirements.
• Experience managing warranty receivables and denied claims.
• Supervisory or department-leadership experience.