Warranty Coordinator
3 weeks ago
**Main Purpose**: to communicate and administer warranty claims and procedures through direct interaction with dealers and customers. Responsible for entering warranty data into the SANY system, generating warranty claims and issuing customer credits
This postion reports to PSM or designated Service Manager.
**Goals**:
- Achieve the timely processing of warranty claims within determined KPIs and deadlines
- Maintain customer satisfaction while upholding the Company and manufacturer’s guidelines
- Ensure the accuracy of claims submission and processing through to resolution Activities: Track a stream of incoming requests Investigate claims histories of warranty disputes and resolve denied claims Process approved warranty claims while adhering to Company processes and procedures.
**Responsibilities**:
- Supports direct Service coordination and responds to customers service requests
- Generate service invoices as needed
- Communicates, interprets, and assists customers with the resolution of warranty and return issues based on consultations with concerned PSMs
- Compiles and enters new machine registration data
- Reporting of product quality issues with your supervisor
- Communicates warranty claim decisions results to dealers and customers
- Maintains rejected warranty claim files and ensures accepted warranty claims are all kept in an orderly fashion
- Responsible for monthly and yearly analysis reports of warranty claims
- Responsible for technical instruction, campaigns, changes and creation and collection of related documents
- Work with accountant to report warranty claim approval status, credit creation situations to dealers on a monthly basis
- Take the lead in updating warranty policies and annual labor rate revisions
- Collects, compiles, analyzes, and reports data to internal and external customers/ Dealers
- Participate in dealer technical support and end user support
- Must be willing to work additional hours to complete assigned tasks / claims
**Qualifications**:
- Post-Secondary education or equivalent combination of education and experience
- Three years of experience in warranty administration
- High sense of urgency & ability to work in a fast-paced environment
- The ability to troubleshoot and resolve customer issues in a professional and efficient manner is required
- Strong analytical skills and advanced MS Office proficiency
- Data entry and data analysis skills required
- Possesses a mechanical aptitude in Heavy Equipment
- Collaborates willingly in a team environment
- Demonstrates professional integrity and confidentiality
- Fluency in French a definite asset
- Goal-oriented, dedicated and proactive-thinking
- Excellent verbal and written communication skills
**Benefits**:
- Dental care
- Disability insurance
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
Supplemental pay types:
- Overtime pay
Application question(s):
- Are you eligible to work in Canada?
**Experience**:
- warranty administration of heavy equipment: 3 years (required)
Work Location: One location
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