Warranty Administrator

Join our dynamic team at **Danby**, a leader in the Appliance Industry. We are committed to delivering exceptional customer service and providing innovative warranty solutions. We are currently seeking a detail-oriented and proactive **Bilingual Warranty Administrator** to support our growing operations in Guelph, ON.

**Overview - Warranty Administrator**

As the Warranty Administrator, you will report to the Service Manager and work closely with our authorized service providers to maintain a positive relationship. You will be responsible for processing warranty claims, coordinating with service providers, and ensuring efficient communication with customers in both **French and English**.

Your role is crucial in maintaining high levels of customer satisfaction and ensuring smooth warranty operations. This role requires you to identify where repair services are required to recruit and retain providers as part of our service network. The role will also support the claims Coordinator by reviewing Repair claims submitted for approval. We are seeking an individual that can demonstrate strong organizational and communication skills with a keen eye for detail, eager to enhance our brand, service level, and culture.

**Primary Responsibilities Include**:
**Service Depot Recruitment and Retention**:

- Identify areas within Canada and United states that require warranty repair coverage
- Search for reputable appliance repair companies and recruit them as part of our service network
- Maintain a positive relationship with existing service providers
- Send out Surveys and report on response results/providing suggestions for improvements based on feedback

**Agreement Creation/renewals**:

- Creating agreement contracts for service providers
- Negotiate warranty repair rates based on location standards
- Ensure account information and documentations are obtained and up to date

**Parts & Service Account Creation**:

- Set up Parts account and service account for service providers
- Ensure Servicers are updated in our website
- Update account information upon requests from service providers

**Screening Assurance**:

- Ensure Service provides are compliant on their Screening checks by pulling compliance report
- Determining if a service provider should be removed from Service Network if screening has expired or failed

**Authorization & Overage Charge Approvals**:

- Providing authorization approvals on warranty repairs based on case information, warranty coverage and appliance complaint
- Reviewing requests for overage charges on mileage, major repairs, additional fees, etc...

**Investigate complaints, escalations & discrepancies**:

- Investigate complaints from consumers or Service providers related to Warranty repairs
- Reach out to service providers when a disagreement or issue related to warranty repair arise
- Investigate part invoice and claim discrepancies

**Claim review and approvals (Back up to claim Coordinator)**:

- Review warranty repair claims submitted for payment. Ensure all required information has been properly submitted
- Approve or reject warranty repair claims based on warranty coverage within a timely and efficient manner
- Request additional information from service provider when required

**Feedback and suggestions for improvement**:

- Report directly to the Service Manager on Trending issue or feedback from service providers
- Provide suggestions on process or documentation improvements

**Collaboration between other departments**:

- Collaboration between other departments to ensure a satisfactory experience for our service providers and consumers
- Consumer Service Team, Finance, Parts, Sales, Quality, etc...

**Qualifications**:

- 3+ years' experience in warranty administrator role or related field
- A diploma or degree in related field is an asset
- Bilingual in French (written and spoken) Essential
- Experience with a CRM platform (Danby is using NetSuite and ServiceBench)
- Knowledge of home appliances and/or appliance repair is preferred
- A highly collaborative attitude focused on providing the best support and service
- Creative thinker with a strong attention to detail
- Strong organizational skills
- Strong communication and written skills
- Negotiation skills
- Time management
- Proficiency in Microsoft Office products
- Enthusiasm for continuous learning & improvement

This is a hybrid role, offering flexibility with a combination of remote and in-office work. You will be required to be in the office at 5070 Whitelaw Road, Guelph, on Tuesdays, Thursdays, and Fridays, while having the option to work from home on other days.

**Job Types**: Full-time, Permanent

Pay: $20.00-$25.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- DCS / DEC (preferred)