Service and Warranty Administrator

About Us

Affinity Truck Center is an established leader in new and used truck sales parts and service lease and rental and financing. We have built our reputation on the work of our dedicated and experienced staff. We believe that our people are a key driver of our success. We offer a competitive wage and benefits package a unique level of concern for our employees and a stimulating work environment. At Affinity Truck Center you can expect to be part of a team of people who care about their work their clients and each other.

Summary

This role prepares records and submits warranty claims to the distributor ensuring proper reconciliation and documentation while also performing essential clerical duties for the Service addition the position serves as a Service Advisor by greeting customers listening to their concerns or service needs determining required services and preparing accurate repair orders.

Warranty Administrative Job Responsibilities

• Processes warranty claims on a timely basis.
• Processes all warranty paperwork to ensure proper documentation.
• Verifies criteria required by Affinity and as required by warranty certificates.
• Reconciles all warranty receivables with payments through the appropriate accounting schedule.
• Authorizes all warranty claims.
• Identifies exceptional cases which may result in special agreements with the manufacturer/supplier; completes the required documents and follows up.
• Analyzes claims denied and if applicable resubmits them as soon as possible or obtains authorization to cancel them.
• Ensures that clients are invoiced for uncovered and unauthorized claims.
• Analyzes and reviews credits (amounts claimed which must be defrayed by the dealer).
• Tracks warranty parts by tagging with repair order number date of replacement and date on which part may be disposed of.
• Files and maintains all service records as required by warrantor.
• Keeps informed of all factory recalls and bulletins.
• Assists with body shop warranty claims.
• Assists with the cashier and telephone duties as needed.
• Works with Warehouse Manager for all part returns core returns purging of old parts and scrapping parts.
• Keeps up to date on warranty training and certifications.
• Reads news or updates released.
• Trains advisors and technicians on warranty coverage.
• Stays in contact with warranty personnel in order to keep a positive relationship with all OEMS.
• Safeguards information system assets by identifying abnormalities reporting suspicious activity and/or content and contributing to the resolve of cyber security problems.
• Performs other duties as assigned by management.

Service Advisory Job Responsibilities

• Acts as a backup Service Advisor during times of reduced staffing such as vacations or unexpected absences. Supports the advisor counter during high-traffic periods to maintain workflow efficiency and uphold customer service standards.
• Ensures that someone is always physically posted at the Service Counter and readily available to communicate with customers who call or walk in.
• Politely and professionally greets customers.
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time cost and labor estimates for service.
• Writes a brief description of the customers concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history inspects vehicle and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes promised time. Checks with dispatcher if necessary.
• Ensures all work requested is authorized by the payer or his appointed representative before work is begun.
• Obtains customers signature on repair order; provides customer with a copy.
• Establishes customers method of payment. Obtains credit approval if necessary.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Keeps service department forms menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Check voicemails throughout the day and return calls within a 24 hour time frame.
• Inspects all vehicles for body work informs customer if work is needed and provides an estimate for body work.
• Helps in conjunction with all other staff ensures the security of our clients vehicle and property by applying protocols that are specific to his or her post.
• Maintains a professional appearance.
• Keeps work area clean.
• Performs other duties as assigned.

Qualifications

• Associates degree from a two-year college or technical school or a bachelors degree; equivalent work experience may be substituted for formal education.
• One to four years of related experience including administrative or service department support roles.
• Valid drivers license with the ability to be insured by Affinity.

Work Schedule and Travel

Due to the nature of our business and the duties of the position in particular the actual schedule you will be required to work will vary based upon many factors including but not limited to the business needs of our Company the schedules of our customers the season of the year etc. You may also need to travel out of State for meetings training conventions etc. You will be reimbursed for travel expenses in accordance with Affinity Truck Centers travel policy.

Physical Requirements

The physical requirements for this position include the following:

• Environment: Frequently works inside/outdoors in varying weather conditions and temperatures
• Environment: Occasional exposure to excessive loud noise
• Environment: Frequent Exposure to dust gas fumes chemicals etc.
• Lifting and carrying: Frequently lift and carry items weighing up to 20 pounds
• Bending twisting stooping reaching: Must be capable of frequent twisting and bending down to pick up items from lower shelves and reaching up for items stored at higher levels.
• Vision: Must have at least 20/40 acuity in each eye with or without correction.
• Hearing: Ability to perceive a forced whisper at a distance of 5 feet or less with or without hearing aids.
• Mobility: Ability to enter and exit the vehicle safely and efficiently.
• Service Dept. Personnel Mobility: Capability to climb into and out of trucks which may involve using steps or ladders.
• Dexterity in operating controls such as steering wheels pedals and gear shifts.
• Standing: Must be able to remain in a stationary position for a certain percentage of the workday such as 50% or more
• Walking: Regularly moving about on foot within the work area which may involve navigating through tight spaces or uneven surfaces.
• Hand Dexterity: Frequent use of hands and arms for grasping fine manipulation pushing and pulling reaching typing etc.
• Sitting: Frequent sitting while using a computer sitting at a desk attending meetings trainings seminars etc.

Mental Requirements

The mental requirements for this position include the following:

• Ability to learn new tasks effectively
• Service Dept. Personnel ability to learn new skills effectively such as negotiating and de-escalation skills
• Ability to take direction from others in a leadership and/or similar role
• Must have the capacity to follow and remember processes and procedures
• Must maintain focus on assigned tasks
• Ability to complete tasks independently without supervision
• Ability to communicate effectively with visitors customers and colleagues
• Ability to multi-task
• Ability to prioritize
• Ability to work alone
• Ability to work in groups
• Ability to assist customers in a friendly manner
• Ability to communicate with others in a professional and respectful manner
• Ability to problem solve
• Ability to analyze and resolve issues
• Ability to exercise discretion & confidentiality
• Ability to engage in ethical conduct and decision making
• Ability to adhere to all company guidelines policies and procedures
• Ability to take criticism in a constructive manner
• Ability to maintain focus over long periods while driving
• Capacity for quick decision-making in response to changing traffic conditions or emergencies

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