Warranty Representative

Summary

The WarrantyRepresentative is the customers first contact when repairs are needed on newUtilimaster trucks. The Warranty Representative works independently in afast-paced team environment. This individual is responsible for theverification of Warranty claims parts and claim entry locating servicecenters as well as other customer service endeavors.

JOB RESPONSIBILITIES

• Provide Best in Class Customer Service to Fleet Managers owners and service centers
  
• Receive warranty calls in a call center setting
  
• Respond promptly accurately and professionally tocustomers on the phone and in email
  
• Deescalate customer concerns
  
• Determine warranty coverage for Utilimaster vehicles and Aftermarket field installs
  
• Create and manage new warranty cases send follow ups coordinate cross-functional information gathering and dissemination to assist customers.
  
• Research the required parts for repairs which includes interpreting build orders BOMs and parts assemblies
  
• Place warranty parts orders.
  
• Approve estimates negotiate labor hours and provide approvals for warranty repairs
  
• Code and enter warranty claims for payment to customers and service centers
  
• Convert international claims to US dollars for payment
  
• Work directly with Fleet customers to determine warranty coverage vet validity of claims and pay claims according to previously negotiated labor times
  
• Set up new service centers for warranty repairs
  
• Assist customers in navigating Utilimaster recall repairs including providing parts and repair instructions. Report recall completions to assist in accurate NHSTA reporting.
  
• Collaborate with Technical Support to assist in answering customer technical questions
  
• Work with Segment Engineers to assist with special projects and request assistance with option BOMs schematics and drawings not readily available to the warranty team
  
• Work with the warehouse team for visibility on parts availability SRTs and lead times.
  
• Work cross-functionally to report and investigate warranty issues request Quality holds and Stop Ship flags to prevent units with known issues from being released to the customer.
  
• Participate in and complete company training modules

QUALIFICATIONS

• Strong Customer Service / Customer Relations skills
• ExcellentVerbal / Written Communications using Microsoft Office Outlook Aurora and experience is a plus.
• Detail-oriented with emphasis on speed and accuracy
• Problem-solving critical thinking and de-escalation skills
• Ability to work in a team environment and work independently as well
• Excellent attendance
• Be the voice of the customer to the entire Utilimaster organization
• Knowledge ofUtilimaster products; Walk-in Van Truck Body Upfit Vans their assembly and operation
• Ability to interpret build orders BOMs and assembly prints

EDUCATION AND OTHERREQUIREMENTS

• HS Diploma or GED Required
• Associate or Bachelor degree Preferred
• FunctionalExperience 2 - 5 Years