Job Description
Job Description
Summary: The Warranty and Claims Manager oversee all warranty and claim-related functions, including OEM warranty processing, extended warranties, freight and damage claims, and equipment malfunction escalations. This role ensures accurate documentation, efficient claim recovery, and strong communication between customers, technicians, vendors, and internal stakeholders. The ideal candidate is highly self-directed, detail-oriented, and capable of driving continuous improvement across warranty operations.
Essential Functions:
Leadership, Management, Accountability (LMA)
Warranty Program Oversight
- Lead, Develop and coach the team managing the warranty process across all service locations.
- Be an accountability partner for the organization to establish best practices in managing and reporting warranty activities across all functions in the business.
- Develop and deliver training for the Service Technicians and Warranty Clerks on proper documentation and procedures.
- Monitor claim turnaround times, recovery rates, and labor accuracy.
- Identify reoccurring warranty issues and recommend process or product improvements.
Warranty Processing
- Initiate, track, and complete all warranty claims with manufacturers and vendors.
- Review and validate warranty eligibility based on purchase documentation and equipment status.
- Coordinate with field service technicians and product support for root cause analysis.
Customer Service & Communication
- Act as liaison between customers, technicians, and manufacturers for all warranty-related issues.
- Provide proactive updates on claim status, resolution, and next steps.
- Respond promptly to inquiries regarding warranty coverage and procedures.
- Provide customer education and documentation regarding extended coverage terms.
Administrative & Reporting
- Maintain warranty claim logs and generate recovery and performance reports for management.
- Assist with inventory control of returned or defective parts tied to warranty repairs.
- Maintain detailed records of all claims and outcomes for future audit and reference.
- Support the service department with related administrative tasks as needed.
Qualifications and Educational Requirements:
- Bachelor's degree in accounting, Engineering, Business Administration, or related experience
- Minimum 5-7 years of experience in warranty processing, service administration, or claims coordination.
- Experience working with OEMs, vendors, and manufacturer warranty systems.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook); ERP or service management software a plus.
- Familiarity with freight claim procedures and documentation standards.
- Knowledge of air compressor and generator systems preferred.
- Ability to adhere to all ACS safety policies and practices.