Warranty Admin

Hamlin's Marina Hampden•Hampden, ME

About The Position

In this role you will become the expert on warranty coverage for all major unit vendors and coordinate with service writers to identify any units in for service that have current coverage. Coordinating all warranty replacement parts, communicating with service writers and customers, and insuring Hamlin's meets and exceeds timing and quality levels is critical in this position. Audit & investigate past warranty repair tickets in Lightspeed and organize into three categories (High, Medium, Low) claim probabilities. Establish and maintain relationships with warranty claim managers for all major unit vendors for Hamlin's Marina. Ensure that Hamlin's qualifies for maximum warranty labor rate for all major unit vendors. Re-submit aged claims and provide supporting documents to negotiate past due claims. Provide arguments including management changes and business disruption due to Covid if our claims were not pre-approved or authorized. Become the expert on warranty coverage for all major unit vendors, and coordinate with service writer to identify any units in for service that have current coverages. Work with technicians on individual jobs to identify any potential warranty claims while in for service, whether reported by the customer or not. Coordinate with Major Unit Inventory Controller to inspect all new units being received, to inspect all incoming product for defects and submit for warranty claims. Introduce yourself to customers picking up new units during orientation and provide yourself as a contact for any future warranty claims. Communicate directly with customers on reported or unreported claims and provide updates to the customer through the email/text tools in Lightspeed. File, organize, and track aged and new claims to hit warranty profit center goals set by management. Tag and return defective parts to ensure proper warranty procedure compliance. Work with major unit vendors on improving products with repeat failures. Create a comprehensive warranty procedure manual so that others can cover for you in your absence. Train with parts manager and service writer to cover both positions during peak traffic periods. Receive and transfer incoming parts and service calls and take personal messages as necessary. Cycle count all parts inventory periodically through the year. Facilitate and manage all insurance claims for repair work. This is a full-time position requiring 40-55 hours, M-F 7:30am-4-5pm, and Saturdays from 8-12 during boating season. Candidates must be authorized to work in the United States and have a valid driver's license. Hamlin's Marine was started in 1984 in Waterville and we've had our 2nd location open in Hampden since 2006 on the beautiful Penobscot River. At Hamlin's, we only sell boats that we can stand behind - our manufacturers lead the industry in quality construction, making it easier to serve you when it matters most. With a staff of over 40 dedicated employees, and our fleet of service vehicles, the choice could not be easier. We promise to help our customers make wonderful memories out on the water!

Requirements

Candidates must be authorized to work in the United States
Valid driver's license

Responsibilities

Become the expert on warranty coverage for all major unit vendors and coordinate with service writers to identify any units in for service that have current coverage.
Coordinating all warranty replacement parts, communicating with service writers and customers, and insuring Hamlin's meets and exceeds timing and quality levels
Audit & investigate past warranty repair tickets in Lightspeed and organize into three categories (High, Medium, Low) claim probabilities.
Establish and maintain relationships with warranty claim managers for all major unit vendors for Hamlin's Marina.
Ensure that Hamlin's qualifies for maximum warranty labor rate for all major unit vendors.
Re-submit aged claims and provide supporting documents to negotiate past due claims.
Provide arguments including management changes and business disruption due to Covid if our claims were not pre-approved or authorized.
Work with technicians on individual jobs to identify any potential warranty claims while in for service, whether reported by the customer or not.
Coordinate with Major Unit Inventory Controller to inspect all new units being received, to inspect all incoming product for defects and submit for warranty claims.
Introduce yourself to customers picking up new units during orientation and provide yourself as a contact for any future warranty claims.
Communicate directly with customers on reported or unreported claims and provide updates to the customer through the email/text tools in Lightspeed.
File, organize, and track aged and new claims to hit warranty profit center goals set by management.
Tag and return defective parts to ensure proper warranty procedure compliance.
Work with major unit vendors on improving products with repeat failures.
Create a comprehensive warranty procedure manual so that others can cover for you in your absence.
Train with parts manager and service writer to cover both positions during peak traffic periods.
Receive and transfer incoming parts and service calls and take personal messages as necessary.
Cycle count all parts inventory periodically through the year.
Facilitate and manage all insurance claims for repair work.