What are the responsibilities and job description for the Warranty Administrator position at The Hunton Group?
Hunton Services is seeking a detail-oriented and customer-focused Warranty Administrator to join our Warranty team. This role is responsible for coordinating warranty service activities, processing claims, supporting technicians and customers, and ensuring all warranty-related documentation and reporting are completed accurately and on time. The ideal candidate is highly organized, proactive, and committed to delivering superior customer service while maintaining strong communication across internal departments and external customers.
Come work for an industry leader that has been recognized both locally and nationally as one of the Top Places to Work!
Responsibilities:
Customer Service & Communication
- Maintain a professional, positive, and service-oriented attitude in all verbal and written communications.
- Receive warranty-related calls and emails from customers and OTM and create service calls in WennSoft with clear scopes of work and detailed issue descriptions.
- Communicate and follow up with customers and internal teams to ensure all commitments, outstanding issues, and expectations are resolved promptly.
- Provide completed call summaries, invoices, equipment logs, repair quotes, and supporting documentation to Hunton Trane and customers as required.
Warranty Administration
- Verify customer information, billing details, contact information, purchase orders, and equipment warranty status at the time service requests are received.
- Ensure all OTM calls are entered correctly in the WennSoft system with proper division and call group coding.
- Attach all required documentation to service calls, including packing slips, invoices, approvals, and service documentation.
- File Trane warranty claims within 10 days of service completion.
- Invoice OTM calls within 5 days of completion.
- Track warranty claim status, respond to external inquiries, and process claims in WennSoft.
- Appeal denied claims within 15 days to support successful warranty claim resolution.
- Request warranty extensions from Trane when needed and maintain detailed service notes in WennSoft.
Coordination & Quality Control
- Coordinate with all divisions to identify and dispatch the most suitable technician for warranty repairs.
- Perform quality control reviews on warranty calls to ensure all technician notes, summaries, and required claim documentation are complete and accurate.
- Review daily Billable Backlog/Open WIP reports to ensure technician notes and WCRs are properly applied.
- Monitor and check the status of parts credits weekly.
- Gather supporting documentation for retrofits and concessions, including invoices, oil analysis reports, and approvals.
- Prioritize workload effectively to support customer satisfaction and operational efficiency.
- Perform additional duties and special projects as assigned.
Daily Responsibilities
- Monitor and respond to emails promptly.
- Run and review WIP reports, including:
- Open Calls
- Completed Calls
- Ensure completed calls are invoiced or filed within required timelines.
- Attach all pertinent documentation to service calls.
- Create and process warranty service calls in WennSoft.
- Perform quality control reviews on all warranty calls.
- Communicate with customers and internal teams regarding service updates and outstanding items.
- Utilize Trane Citrix Workspace, Falcon, WMS, and WennSoft systems effectively.
Weekly Responsibilities
- Participate in WIP report review meetings and discussions.
- Check the status of parts credits.
- Gather and organize retrofit and concession documentation.
Qualifications
- High school diploma or equivalent required; associate degree or related administrative experience preferred.
- Previous experience in warranty administration, dispatching, service coordination, or operations support preferred.
- Strong organizational skills with excellent attention to detail.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Strong written and verbal communication skills.
- Proficiency with Microsoft Office Suite and service management software systems.
- Experience with WennSoft, Trane Citrix Workspace, Falcon, and WMS is preferred.
Skills & Competencies:
- Customer service focused
- Strong problem-solving and follow-through skills
- Ability to work collaboratively across departments
- Time management and prioritization
- Accuracy and data management
- Professional communication skills