Warranty Coordinator

NOVAE LLC•Markle, IN

11d•Hybrid

About The Position

The Warranty Coordinator will be the primary lead for all cross-functional management of activities related to product warranty and customer resolution. This includes providing technical support by processing and documenting submitted claims. The role involves communicating and documenting Novae product standard warranty statements, acting as a central point for emerging issues that may indicate design or manufacturing problems, and serving as the direct dealer contact for common issues. The coordinator will also work with Purchasing Managers on vendor-related warranties, facilitate problem diagnosis with Manufacturing and Engineering, and provide information to the Sales Team and Dealers. Approximately 10-15% of the time will be spent traveling to other plants for inspections and to support operations and resolve warranty claims, which may include overnight travel.

Requirements

Certificate of Business, or equivalent demonstrated skills and experience, required.
Must have had prior customer interface experience.
Understanding of basic mechanical and physical principles, good spatial reasoning skills, and the ability to apply these principles to solve problems.
Strong computer skills with a working knowledge of Microsoft Office, Visual, and related software.
Excellent communication skills, both written and verbal.
Highly motivated self-starter with an inclination to consistently apply critical and analytical thinking skills.

Responsibilities

Communication and documentation of all Novae product standard warranty statements for dealers and end-customers.
Provide central view of emerging issues that may point to engineering design or manufacturing problems requiring an engineering change or quality process change.
Act as the direct dealer contact for all common issues previously identified as a fundamental problem any particular Novae product or component and lead customer resolution activities related to processed product defect and underperformance warranties.
Work with Purchasing Manager(s) on vendor-related warranties, taking full responsibility for initial dealer response, customer communication, resolution, returns, replacement, and customer credit for identified common Vendor-Related warranties.
Collect and analyze data and communicate trends with Warranty & Parts Manager and Purchasing Manager(s) on supplier quality initiatives and validation of supplier and product selection.
Facilitate process for leading the problem and solution diagnoses with Manufacturing and Engineering for determining whether a trailer should come back as a Returned Material Authorization (RMA).
Provide final sign-off authority for Returned Material Authorization (RMA) trailers, escalating to manager when there is disagreement.
Consult and provide information to the Sales Team on routine inquiries, and easily expedited common claims.
Consult and provide information to Dealers in resolution of non-routine end-user communication and resolution.
Travel to other plants for inspection of trailers to support operations and resolve warranty claims (10-15% of time), including overnight travel if necessary.
Assist in other areas and perform other duties, as needed.