Warranty Program Coordinator

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Administer, review, and process warranty claims in accordance with company policies, contractual obligations, and manufacturer guidelines.
• Conduct receiving inspection and failure analysis on product returns; coordinate repair/replacement logistics related to warranty cases.
• Cook up failure analysis briefs to support warranty claim decisions.
• Maintain accurate and detailed warranty records, claims databases, and reporting tools.
• Submit credit and debit memos, blue sheets and other documentation needed to process accepted warranty claims.
• Monitor customer warranty portals; enter information into computer/portals to create computerized records.
• Track warranty costs, analyze trends, and provide recommendations for process improvements or policy updates.
• Serve as the liaison between customers, dealers, service providers, and internal departments to resolve warranty issues promptly.
• Monitor compliance with warranty terms and escalate non-conformance or fraudulent claims.
• Provide training and guidance to internal staff, dealers, and customers on warranty procedures and program updates.
• Support development and rollout of new warranty policies, systems, or technology platforms.
• Partner with Quality, Engineering, and Customer Support teams to identify root causes of warranty issues and provide feedback for product or service improvements.
• Notify customer and designated personnel of failure analysis results, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer's account, or adjustment of customer's bills.
• Recommend management improvements in product, manufacturing process, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature.
• Add additional duties as needed and assigned.

SUPERVISORY RESPONSIBILITIES

• None

QUALIFICATIONS

• Good mechanical aptitude and ability to work with power tools. Need to be able to build / tear down an automotive seat.
• Ability to work with Microsoft Excel, PowerPoint and basic computer skills.
• Analytical thinking to assist with root-cause analysis.
• Effective communication and negotiation skills to interact with the customer.
• Ability to read, analyze, and interpret general business correspondence or technical procedures.

LANGUAGE SKILLS

• Excellent oral and written communication skills required (English).

MATHEMATICAL SKILLS

• Basic math skills.

REASONING ABILITY

• Displays the willingness to make decisions and exhibits sound and accurate judgement.

PHYSICAL DEMANDS

• Ability to lift 50-75lbs occasionally.
• Ability to walk, stand, kneel and sit for extended periods.

WORK ENVIRONMENT

• Production floor