Warranty Administrator

Lithia & Driveway•Farmington Hills, MI

2d•Onsite

About The Position

The Warranty Administrator is responsible for preparing warranty repair orders with accuracy, legibility, and compliance to the 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 managing claims from submission to resolution. The administrator will also maintain relationships with manufacturer representatives, monitor warranty programs, and ensure proper documentation for deductibles and parts returns. A daily report on claims status is provided to the Service Manager.

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.
Determine and enter applicable labor operation codes, failure codes, and other required administrative data.
Book appropriate technicians for hours earned on performed operations.
Up-flag and back-flag as appropriate, informing technicians and management of adjustments.
Check repair orders against 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, tracking each claim until final resolution.
Contact warranty claims representatives for additional authorization or special assistance.
Maintain a record of all claims submitted, returned/rejected, or paid and their current status.
Administer manufacturer and after-market warranty company policies and procedures.
Establish and maintain positive relationships with manufacturer representatives and aftermarket companies.
Report any abuse or possible fraudulent manipulation of warranty claims or repairs to management.
Monitor the use of special warranty programs for diagnosis time, straight time repairs, etc., for abuse.
Ensure all deductibles are properly documented for collection from the customer.
Establish and maintain a record and control of the physical inventory of parts to be returned, inspected, or scrapped.
Provide a daily report to the Service Manager regarding claims status, highlighting claims requiring special attention.
Arrive and depart from work at designated hours.
Report any situation or condition that jeopardizes safety, welfare, or integrity to management.
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.