Warranty Coordinator

PowerSecure, Inc.•Durham, NC

About The Position

The Warranty Coordinator documents, processes, and files standard warranty claims in accordance with policy and standard operating procedures, maintaining accurate records and escalating complicated, unclear, or out-of-scope matters to Level II or Level III as required. The role reviews service work orders and technician reports, applies appropriate labor and parts codes across vendors, and requests missing information. The coordinator works with Service and Purchasing to obtain documentation and parts and to schedule warranty repairs, tracking RMAs and parts returns through completion. For PowerSecure claims, the role applies published policy rules to recommend approval or denial and flags exceptions for higher-level review. For OEM claims, the coordinator compiles supporting evidence, submits claims according to vendor requirements, and tracks them through acceptance and credit issuance. The position monitors in-process claims to help meet SLAs, maintains queues and stakeholder updates, receives and codes warranty credits, and works with Accounting to reconcile statements and open items. It also maintains documentation and retention compliance, supports internal and vendor audits, and routes simple defects or recurring issues to Quality or Engineering through the standard process. The work is primarily in a typical office environment with ambient room temperatures, well-lit work areas, and traditional office equipment. The position may occasionally require exposure to warehouse areas where safety glasses and hard hats are required. Occasional physical activities include standing, walking, sitting, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, hearing, tasting, smelling, and lifting or moving up to 25 pounds.

Requirements

High school diploma or GED.
At least 2 years of experience in service, warranty, parts, or a related administrative role.
Familiarity with engine systems, service workflows, and warranty documentation.
Proficiency with Word, Excel, Outlook, and Teams.
Aptitude with ERP/CRM/tool.
Detail orientation, time management, and clear written communication.

Responsibilities

Document, process, and file standard warranty claims according to policy and SOPs; maintain complete, accurate records and escalate complicated, unclear, or out-of-scope items to Level II or Level III as required.
Review service work orders and technician reports, apply correct labor and parts codes across vendors, and request missing information.
Coordinate with Service and Purchasing to secure documentation and parts and schedule warranty repairs; track RMAs and parts returns to closure.
Apply published policy rules to recommend approval or denial for PowerSecure claims and flag exceptions for Level II or Level III review.
Compile supporting evidence and submit OEM claims according to vendor requirements; track claims through acceptance and credit issuance.
Monitor in-process claims daily to ensure SLAs are met, and update queues, notes, and stakeholders.
Receive and code warranty credits and partner with Accounting to reconcile statements and open items.
Maintain compliance with documentation and retention standards and support internal and vendor audits.
Identify simple defects or recurring issues and route them to Quality or Engineering through the standard process.
Complete other assigned warranty-related tasks.