Service & Warranty Coordinator

Insidesource•San Francisco, CA

62d

About The Position

The Service & Warranty Coordinator supports customers and internal teams by managing the intake, tracking, and resolution of service and warranty requests. This development role builds the foundation for a scalable function that creates capacity for other teams and enhances overall customer experience. The ideal candidate demonstrates strong communication, a customer service mindset, and resourcefulness in navigating situations while maintaining accuracy and professionalism.

Requirements

2-4 years of experience in customer service, order processing, or administrative coordination in a product-driven environment.
Exposure to warranty, returns, or service-related workflows preferred.
Understanding of the complexities and sophistication required to thrive in the dealer environment.
Strong organizational and administrative skills.
Ability to learn product specifications and common service issues.
Basic troubleshooting mindset; comfortable with self-learning techniques and using online vendor portals.
Clear written and verbal communication, exemplifying a client-first approach and resourcefulness in resolving complex service issues.
Highly detail-oriented with strong organizational skills.
Ability to manage multiple requests simultaneously.
Team player, adaptable, and eager to grow into a broader role.

Responsibilities

Serve as the main point of contact for clients regarding service requests, product defects, or warranty claims.
Communicate clearly and proactively with clients on claim status, next steps and expected timelines.
Coordinate directly with manufacturers to file and track warranty claims and chargebacks.
Analyze requests to determine appropriate path of resolution (repair, replace, etc.)
Verify warranty eligibility of requests with manufacturers.
Log, track, and maintain all service requests and warranty claims in the business operating system.
Ensure all claims include complete documentation such as photos, order details, manufacturer references, and correspondence.
Monitor claim progress and escalate delays or unresolved issues as needed.
Liaison with Sales, Project Management, and Coordination teams to gather claim details and resolve service needs efficiently.
Coordinate scheduling with installers or service technicians for repairs or replacements.
Provide reporting on open claims, resolution timelines, and recurring product issues to leadership and account teams.
Develop and maintain standard operating procedures for warranty and service management.
Identify trends in recurring issues and collaborate with leadership to improve product/vendor selection, installation practices, or internal processes.
Support client satisfaction initiatives by ensuring post-sale service aligns with dealership standards.