What are the responsibilities and job description for the Warranty Agent position at PJ Trailers?
POSITION SUMMARY
Responsible for providing technical, analytical, and other administrative support within the warranty process as first contact with customers and dealers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond appropriately and professionally to warranty phone calls and emails.
- Qualify validity of claims.
- Set up claims, issue parts requests, discuss with production and/or engineering.
- File claims with vendors
- Track claims to final conclusion: phone, email, photos, suppliers, costs, etc.
- Negotiate settlement regarding claim, particularly one that is outside the written warranty parameters. Initiate returned goods, coordinate shipping/delivery to applicable location.
- Follow-up with production for repairs; Inform sales the unit is available for resale; maintain warranty warehouse repair line database.
- Develop customer service rapport with our dealers.
- Understand which claims can be immediately processed, which need review from managerial level before proceeding.
- Work with multiple organizations internally and externally
- Perform initial legwork and coordination on transportation issues.
- Answer product inquiries regarding maintenance, usage, load, VIN searches, and other customer service functions.
- Approve labor, parts invoices from Trailer World. Coordinate with accounting.
- Collect and report required NHTSA data.
- Other duties as assigned.
QUALIFICATIONS / REQUIREMENTS (Education, experience, certifications, proficiencies, etc.)
- Five to Seven years related experience in a manufacturing environment preferred.
- Direct experience/knowledge with trailers
- Ability to solve problems, meet customer needs, and flexibility and adaption to change.
- Proven ability to use Microsoft Office Suite.
- Excellent verbal and written communication skills