Warranty Administrator

Danby Appliances; Guelph; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

An established industry player in the appliance sector is seeking a Warranty Administrator to enhance service quality and provider relations. This hybrid role offers flexibility, combining remote and in-office work, with specific days in the Guelph office. You'll be instrumental in recruiting reputable service providers, managing warranty claims, and ensuring compliance within our service network. Ideal candidates will possess strong organizational and communication skills, be detail-oriented, and have a collaborative spirit. Join a dynamic team where your contributions will directly impact customer satisfaction and service excellence.

Qualifications

• 3+ years' experience in warranty administration or related field.
• Experience with CRM platforms like NetSuite and ServiceBench.

Responsibilities

• Recruit and retain service providers for warranty repair coverage.
• Review warranty repair claims and provide authorization approvals.

Skills

Organizational Skills

Communication Skills

Time Management

Attention to Detail

Creative Thinking

Continuous Learning

Education

Diploma or Degree in a Related Field

Tools

NetSuite

ServiceBench

Microsoft Office

Job description

Direct message the job poster from Danby Appliances

As the Warranty Administrator, you will report to the Service Manager and work closely with our authorized service providers to maintain a positive relationship. This role requires you to identify where repair services are required to recruit and retain providers as part of our service network. The role will also support the Claims Coordinator by reviewing repair claims submitted for approval. We are seeking an individual that can demonstrate strong organizational and communication skills with a keen eye for detail, eager to enhance our brand, service level, and culture.

Primary Responsibilities Include:

Service Depot Recruitment and Retention:

• Identify areas within Canada and the United States that require warranty repair coverage
• Search for reputable appliance repair companies and recruit them as part of our service network
• Maintain a positive relationship with existing service providers
• Send out surveys and report on response results, providing suggestions for improvements based on feedback
• Answer questions and requests from service providers via phone and email
• Create content for email blasts for the service network and collaborate with the marketing team

Agreement Creation/Renewals:

• Create agreement contracts for service providers
• Negotiate warranty repair rates based on location standards
• Ensure account information and documentation are obtained and up to date

Parts & Service Account Creation:

• Set up parts accounts and service accounts for service providers
• Ensure servicers are updated on our website
• Update account information upon requests from service providers

Screening Assurance:

• Ensure service providers are compliant on their screening checks by pulling compliance reports
• Determine if a service provider should be removed from the service network if screening has expired or failed

Authorization & Overage Charge Approvals:

• Provide authorization approvals on warranty repairs based on case information, warranty coverage, and appliance complaint
• Review requests for overage charges on mileage, major repairs, additional fees, etc.

Investigate Complaints, Escalations & Discrepancies:

• Investigate complaints from consumers or service providers related to warranty repairs
• Reach out to service providers when a disagreement or issue related to warranty repair arises
• Investigate part invoice and claim discrepancies

Claim Review and Approvals (Backup to Claim Coordinator):

• Review warranty repair claims submitted for payment. Ensure all required information has been properly submitted
• Approve or reject warranty repair claims based on warranty coverage within a timely and efficient manner
• Request additional information from service providers when required

Feedback and Suggestions for Improvement:

• Report directly to the Service Manager on trending issues or feedback from service providers
• Provide suggestions on process or documentation improvements

Collaboration Between Other Departments:

• Collaborate with other departments to ensure a satisfactory experience for our service providers and consumers

Qualifications:

• 3+ years' experience in warranty administrator role or related field
• A diploma or degree in a related field is an asset
• Experience with a CRM platform (Danby is using NetSuite and ServiceBench)
• Knowledge of home appliances and/or appliance repair is preferred
• A highly collaborative attitude focused on providing the best support and service
• Creative thinker with a strong attention to detail
• Strong organizational skills
• Strong communication and written skills
• Time management
• Proficiency in Microsoft Office products
• Enthusiasm for continuous learning & improvement

This is a hybrid role, offering flexibility with a combination of remote and in-office work. You will be required to be in the office at 5070 Whitelaw Road, Guelph, on Tuesdays, Thursdays, and Fridays, while having the option to work from home on other days.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Administrative

Industries

Appliances, Electrical, and Electronics Manufacturing