Warranty Administrator

Lithia & Driveway•Farmington Hills, MI

65d•Onsite

About The Position

The Warranty Administrator is responsible for preparing warranty repair orders with accuracy, legibility, and compliance to manufacturer's warranty policies and procedures. This role involves determining and entering labor operation codes, failure codes, and other administrative data, booking technician hours, and processing all warranty claims in a timely manner. The administrator will also review and process returned/rejected/adjusted claims, track their resolution, and maintain records of all submitted claims. They will become familiar with and administer manufacturer and aftermarket warranty policies, establish positive relationships with manufacturer representatives, and report any potential abuse or fraudulent manipulation of warranty claims. Additionally, this role involves monitoring special warranty programs, ensuring proper documentation of deductibles, and maintaining an inventory of parts to be returned, inspected, or scrapped. A daily report on claims status will be provided to the Service Manager, highlighting any claims requiring special attention. The Warranty Administrator is expected to adhere to designated work hours, report any safety or integrity issues, and provide backup for the service cashier as needed. Maintaining an organized and clean work area and answering phones promptly using the Lithia phone protocol are also key responsibilities.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication skills
Mathematics – ability to solve basic math calculations
Basic computer skills

Responsibilities

Prepare warranty repair orders with accuracy, legibility, and compliance to manufacturer’s warranty policies and procedures.
Return improperly completed repair orders for correction and/or completion.
Determine and enter applicable labor operation codes, failure codes, and/or other required administrative data on repair orders.
Book appropriate technicians for hours earned on operations performed.
Up-flag and back-flag as appropriate, informing technicians and management of adjustments.
Check each repair order against vehicle service history to avoid duplicate claims or shop comebacks.
Process all warranty claims in a timely manner as repair orders are closed.
Review and process all returned/rejected/adjusted warranty claims and track each claim until its final resolution.
Contact warranty claims representatives for claims requiring additional authorization or special assistance.
Maintain a record of all claims submitted, returned/rejected, or paid and their current status.
Become familiar with and administer manufacturer and aftermarket warranty company policies and procedures.
Establish and maintain positive and productive relationships with manufacturer representatives and aftermarket company representatives.
Report any abuse or possible fraudulent manipulation of warranty claims or repairs to department management.
Monitor the use of special warranty programs for diagnosis time, straight time repairs, etc., for abuse.
Ensure all deductibles are properly documented and collected from the customer.
Establish and maintain a record and control of the physical inventory of parts to be returned, inspected, or scrapped by the manufacturer.
Provide a daily report to the Service Manager regarding claims status, pointing out any claims requiring special attention.
Arrive and depart from work at designated hours.
Report any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
Back-up service cashier as needed.
Answer phones promptly and in a friendly manner using the Lithia phone protocol.
Maintain an organized and clean work area.