Warranty Administrator

TEC Equipment, Inc.•Portland, OR

About The Position

The Warranty Administrator plans, organizes, and processes warranty claims for the branch’s Service Department to ensure timely and accurate filing and optimal return of warranty monies. The person in this role acts as a liaison between the dealership and all OEMs and vendors with whom the dealership provides authorized warranty services.

Requirements

High school degree or equivalent preferred
1+ years’ customer service experience and general office/administrative experience
1+ years’ Warranty Administration experience preferred
Excellent customer service and phone skills. Ability to communicate effectively with co-workers, customers, OEMs and vendors, both verbally and in writing. Ability to be confident and comfortable building relationships in person or over the phone.
Computer literate to include intermediate knowledge of ADP/CDK business systems, OEM and vendor applications, and Microsoft Office.
Organized and detail oriented.
Ability to obtain and apply all required warranty training and certifications as directed by supervisor, OEMs, and vendors.
Ability to work through conflict and successfully negotiate. Strong problem solving skills and ability to make appropriate immediate decisions with minimal supervision.
Ability to work both independently and as part of a team.
Ability to prioritize and manage multiple tasks effectively and efficiently.
Ability to meet deadlines and succeed under pressure.
Ability to follow standardized processes and collaborate with internal partners when best practices are identified.

Responsibilities

Perform final job review and ensure all proper documentation for claim filing is in order. Take ownership of finalizing tasks and documents.
Accurately file warrantable claims to OEMs and vendors using CDK or other web based programs.
Verify criteria required by OEM/vendor and ensure all requirements are met to process claim, maximize warranty recovery, and maintain an approved as submitted ratio that aligns with the dealer network’s best in class metrics.
Review claims in process on daily basis and follow up appropriately and consistently to ensure prompt payment. Develop professional relationships with OEMs and vendors to ensure timely processing of claims.
Prepare warranty credit memo and payments for posting on a weekly basis, or as required per OEM service level agreements. Ensure customer credits are processed accurately and efficiently.
Communicate professionally with customers as needed to issue reimbursements or otherwise reconcile claims.
Oversee and reconcile all warranty accounting and sublet schedules on a weekly cadence to ensure we manage overaged claims and minimize frozen capital and potential losses.
Maintain complete and accurate records and be prepared to review records in monthly meetings with management. Prepare for and meet requirements of reviews and audits conducted by OEMs/vendors.
Review and file warranty claims for over-the-counter parts transactions, along with Dealer Sponsored Fleets that are authorized to repair their own vehicles.
Work with the parts department to help monitor warranty/core parts return and ensure parts are scrapped, returned for core, or shipped accurately and timely as per OEM requirements.
Assist with administrative tasks and projects as directed.

Benefits

TEC provides our employees and their families with a full menu of health, wellness, and retirement benefits.
New hires are eligible to participate in TEC Equipment’s comprehensive benefits plan the first of the month following your date of hire.
Choice of two comprehensive medical plan options that include prescription drug coverage
Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
Vision care, discounted hearing exams, and hearing aids
401(k) retirement savings plan with company contribution
Life, accident, and disability insurance
Employee Assistance Program (EAP)
Education assistance
Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick