Warranty Coordinator

LS TRACTOR USA LLC • Rocky Mount, NC

5d • Onsite

About The Position

The Warranty Coordinator is responsible for coordinating and processing dealer warranty claims from receipt through final resolution, payment preparation, and required parts return follow-up. This position reviews dealer-submitted warranty claims, evaluates whether repairs align with warranty coverage, confirms that the work performed supports the reported failure, and determines appropriate labor time and reimbursement based on company warranty guidelines and flat rate standards.

Requirements

• High school diploma or equivalent required
• Prior experience in warranty administration, warranty claims processing, service administration, parts, dealership operations, agricultural equipment, construction equipment, diesel mechanics, or a related technical/service environment is preferred.
• Demonstrated technical/mechanical aptitude with the ability to understand basic equipment systems, repair descriptions, failed components, labor operations, and service documentation.
• Experience reviewing documentation for accuracy, completeness, and consistency is preferred.
• SAP, warranty claims system, or dealer portal experience is highly desired, but not required.
• Ability to interpret warranty policies, flat rate labor standards, repair descriptions, and supporting claim documentation.
• Strong attention to detail with the ability to identify missing information, inconsistent repair details, duplicate charges, or questionable claim activity.
• Strong organizational skills and ability to prioritize daily claim volume, follow-ups, parts returns, and reporting deadlines.
• Effective verbal and written communication skills with the ability to work professionally with dealers and internal departments.
• Above average computer skills, including Excel and data entry accuracy.
• Ability to make sound decisions and escalate technical or policy questions appropriately.
• Ability to work in a fast-paced environment with changing priorities while maintaining accuracy and professionalism.

Nice To Haves

• associate degree or technical training in diesel, automotive, agricultural equipment, business, or a related field is preferred.

Responsibilities

• Receives, reviews, and processes warranty claims submitted by dealers through the warranty claims system or written forms.
• Reviews repair descriptions, parts used, labor requested, and supporting documentation to determine whether the claim is complete, accurate, and aligned with warranty requirements.
• Determines whether the issue is covered under warranty and calculates the appropriate amount of service time and reimbursement based on the flat rate manual, warranty policies, and guidance provided by the Service Department and Warranty Manager.
• Enters claim status, notes, and final resolution information into the warranty system.
• Transfers approved claims and required documentation for SAP entry and payment processing so the Accounting Department can process warranty claim payments to dealerships.
• Communicates professionally with dealers regarding claim status, missing information, documentation needs, parts return requests, and final claim resolution.
• Provides timely follow-up to help ensure claims are processed accurately and efficiently.
• Sends parts return request emails to dealers and coordinates warranty return parts associated with submitted claims.
• Creates and maintains RGA records, shipping labels, tracking information, and related spreadsheets for warranty parts requested by the After Sales Director, Warranty Manager, Quality Control Team, or HQ.
• Receives and labels returned warranty parts, ensures parts are separated and matched with proper paperwork, places parts in the correct storage location, and records shelf/location information accurately for future review, inspection, or quality analysis.
• Maintains warranty claim data and assists with monthly Warranty Claim Reimbursement reports.
• Performs clerical, data entry, reporting, and data analysis duties as assigned by the Warranty Manager or After Sales Director.
• Uses technical/mechanical aptitude to review the work performed and determine whether the repair was necessary to resolve the problem described.
• Reviews tractor systems, component failures, diagnostic information, repair notes, and service documentation to identify incomplete, inconsistent, or questionable claim details and escalates technical concerns when appropriate.
• Actively engages in team meetings and provides timely feedback regarding work topics.
• Understands organizational mesh points and potential synergies.
• Integrates team efforts across the work team and uses available resources appropriately.
• Works closely with Parts and Service teams to resolve claim questions, support accurate reimbursement, and identify trends related to product performance, repair activity, or dealer claim submissions.
• Acts with integrity, treats others with dignity and respect, models behavior consistent with LS Tractor values, and delivers on commitments and deadlines.
• Demonstrates sound oral and written communication skills and communicates effectively and professionally with both internal and external parties.
• Executes effective customer communication and relationship-building techniques.

Benefits

• Competitive base pay and bonus pay
• Health insurance - coverage starts on day one; employee coverage paid 100% by LS Tractor; dependent coverage premium 50% paid by LS Tractor
• company-paid short-term disability, long-term disability, and basic life insurance (after 90 days)
• optional dental, vision, accident insurance, optional life insurance, and cancer insurance (after 90 days)
• Paid vacation and personal days
• 11 paid holidays
• 401(k) with company match after 1 year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED