Mechanical Warranty Support Representative

Love's Travel Stops & Country Stores•Oklahoma City, OK

About The Position

Welcome to Love's! Our truck care office support team is recruiting a Warranty Support Representative who provides OEM warranty and billing support to Love’s Truck Care locations by processing claims, auditing invoices, resolving warranty-related issues, and maintaining accurate case documentation. This role collaborates closely with shops and internal teams to ensure timely, accurate, and compliant warranty claim resolution.

Requirements

High school diploma or equivalent required.
Proficiency with Microsoft Office, customer service software, and Salesforce.
Minimum typing speed of 30 WPM.
Ability to research, analyze, and interpret OEM warranty policies and requirements.
Excellent verbal and written communication skills.
Strong organizational and time-management skills.
Customer-focused with strong attention to detail.
Ability to resolve conflicts and professionally defuse difficult situations.
Strong follow-up skills and ability to manage multiple priorities.
Ability to work independently and as part of a team.

Nice To Haves

2–3 years of warranty experience and/or data entry experience preferred.
Previous tire care or roadside service experience is a plus.
Flexibility to work occasional evenings or weekends based on business needs.

Responsibilities

Provides high-quality customer service to internal customers by assisting with OEM warranty questions, billing inquiries, policies, and procedures.
Processes OEM warranty claims submitted through Shop Connect accurately and in a timely manner.
Audits invoices and warranty submissions for accuracy, completeness, and compliance with OEM warranty requirements.
Reviews warranty submissions prior to filing to help reduce claim denials, adjustments, and processing delays.
Researches, analyzes, and interprets OEM warranty policies to determine appropriate claim handling and resolution.
Works closely with Love’s Truck Care locations to resolve OEM billing, Fleet Charge, and warranty-related issues.
Escalates complex or unresolved issues to leadership when necessary.
Maintains detailed and accurate documentation of warranty activity, communication, and resolutions in Salesforce cases, emails, and other records.
Follows up on escalated Salesforce cases and communicates resolutions to the appropriate parties.
Supports team projects including invoicing, warranty entry, reporting, and other departmental functions.
Supports departmental performance goals related to claim accuracy, claim submission timeliness, case aging, response times, denials or adjustments, and warranty recovery.
Performs other duties as assigned.