Service & Warranty Specialist (51784)

G.W. Van Keppel Company•Kansas City, KS

2d•$27 - $29•Onsite

About The Position

The Service & Warranty Specialist is a cross-functional administrative and customer support role responsible for coordinating service documentation, technician workflow, customer communication, and warranty recovery activities. This position serves as a key link between customers and service technicians, manufacturers, parts personnel, and management to ensure accurate work order processing, timely warranty claim submission, and exceptional customer service. As a Service & Warranty Specialist, you will manage service work orders from initiation through completion, verify warranty coverage, prepare and submit manufacturer claims, support parts procurement activities, and assist with technician scheduling and documentation. This role plays a critical part in supporting service department efficiency, customer satisfaction, and manufacturer warranty recovery.

Requirements

High School Diploma or GED.
Two (2) years of customer service experience.
Two (2) years of administrative, clerical, service-writing, warranty administration, or related experience.
Strong computer and keyboarding skills.
Ability to effectively manage multiple priorities and deadlines.
Basic mechanical aptitude and understanding of equipment components.
Forklift certification or ability to obtain certification.
Valid U.S. Driver's License.
Ability to work overtime and weekends as needed.
Ability to pass a background check and drug screen.

Nice To Haves

Experience in heavy equipment, construction equipment, trucking, agricultural equipment, automotive, or related industries.
Experience processing warranty claims.
Knowledge of OEM warranty systems and procedures.
Parts, service, or equipment product support experience.
Experience with work order management systems.
Ability to interpret manufacturer warranty policies and procedures.

Responsibilities

Maintain accurate service and warranty records in company systems.
Review completed work orders for accuracy, completeness, and warranty claim readiness.
Communicate professionally with customers, technicians, manufacturers, and internal departments.
Ensure work orders, warranty documents, claims, and supporting records are complete and accurate.
Prioritize workload to meet customer expectations and departmental goals.
Support continuous improvement initiatives within the service department.
Follow all company safety policies and procedures.
Maintain a clean and organized work environment.
Create, review, and complete work order invoices, including narratives and applicable charges.
Communicate repair recommendations, equipment status, and completed service work to customers.
Review, clarify, proofread, and finalize technician repair narratives.
Monitor technician time and labor reporting for accuracy and completeness.
Research and source parts required for service work and confirm availability.
Order and receive service-related parts as needed.
Coordinate with manufacturers to obtain technical information and support for service technicians.
Assist in maintaining service department inventory and consumable stock levels.
Support rental, sales, and parts departments by providing equipment and service information as needed.
Operate a forklift when necessary to retrieve or transport parts and materials.
Review work orders and determine warranty eligibility and coverage.
Prepare and submit warranty claims to manufacturers in accordance with OEM requirements.
Compile required warranty documentation, including photographs, service records, labor documentation, and supporting forms.
Monitor open warranty claims and follow up on pending submissions, approvals, and settlements.
Resolve warranty discrepancies, claim rejections, and parts return requirements.
Coordinate with manufacturers regarding warranty policies, claim status, and recovery opportunities.
Monitor Parts Return Requests (PRRs) and ensure compliance with manufacturer requirements.
Maintain department recovery goals through timely and accurate warranty processing.
Identify opportunities to maximize warranty reimbursement and improve claim approval rates.
Perform other duties as assigned.

Benefits

Medical, dental, vision, and prescription coverage
Health Savings Account (HSA) options
401(k) with company match
Company-paid life and AD&D insurance
Supplemental insurance options
Paid time off and company-paid holidays
Employee referral bonus program
Company-provided uniforms
Annual steel-toe boot and prescription safety eyewear reimbursement (eligible positions)
Cold-Weather PPE and Winter Gear Assistance (Eligible Positions)
Company-supported tool insurance program for eligible service employees
Manufacturer training, certification, and professional development opportunities