JOB TITLE:         Warranty Administrator

REPORTS TO:    GM – Aftermarket Group

FLSA STATUS:    Non-exempt

 

SUMMARY:

Under the supervision of the GM - Aftermarket Group, the Warranty Administrator completes warranty tasks for all Insight locations. This position processes all warranty claims, creating a positive customer interaction, and ensuring timely completion of all warranty requests to customer satisfaction.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

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• Prepares claims for processing, tracks progress of claims within the timelines set.

• Fosters and maintains excellent relationships with customers and vendors.

• Obtains any needed warranty or customer authorization prior to working on units including taking of pictures, faxing in for authorization or any/all procedures as prescribed in the manufacturer's warranty policy & procedure manuals.

• Contacts customers as needed to schedule appointments for special order parts.

• Follows up on open issues for resolution as per policy of company.

• Maintains a “Customer First” attitude always.

• Performs all other duties as assigned.

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COMPETENCIES:

 

• Communication- Communicates orally and in writing, with clarity and good effect. Understands clearly and quickly when instructions or orders are received. Good judgment about what information is important and what is not, and what should be communicated, how, to whom and when.

• Organization- Follows policies and procedures. Completes administrative tasks correctly and on time. Supports organization's goals and values.

• Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

• Customer Focus- Dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

 

EXPERIENCE AND REQUIREMENTS:

 

• High school diploma or general education degree (GED).

• Strong computer knowledge, including Microsoft Office and Adobe required.

• Excellent organizational/sequencing skills preferred.

• General knowledge of HVAC product installation activities a plus.

• FACTS experience a plus.

• Ability to read, analyze, and interpret documents in English. Ability to respond to common inquiries or complaints from customers.

• Ability to interact clearly and effectively, in both written and oral communication, with supervisor, customers, staff, vendors, etc.

• To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role requires an intermediate level of knowledge of Microsoft Office.

• Work schedule is typically 8:00am-5:00pm, Monday- Friday, totaling 40 hours per week. Some overtime may be required based off business needs. Advance notice will be given by management.

 

PHYSICAL DEMANDS / WORK ENVIRONMENT:

 

While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds. The individual must be capable of reviewing their work for errors and making adjustments as necessary.

The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.