Senior Warranty Administrator

Palmer Hamilton; Elkhorn, Northern (WI, KY); Hybride; USD 55 000 - 75 000; Plein temps

Résumé du poste

Palmer Hamilton in Wisconsin is seeking a Senior Warranty Administrator to oversee warranty and service cases from intake to resolution. You will serve as a subject matter expert on warranty policy and work with cross-functional teams to ensure timely, effective outcomes for customers.

The role requires strong communication, organization, and problem-solving skills, experience with ERP and CRM systems (Dynamics 365 preferred), and a customer-focused approach to drive service quality and

Qualifications

• Strong interpersonal, written, and verbal communication skills.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate effectively across departments.
• High level of customer service orientation and professionalism.

Responsabilités

• Manage warranty, service, and parts-related cases from intake through final resolution.
• Investigate customer concerns by working directly with end users, dealers, agents, sales representatives, and internal teams.
• Enter, track, and maintain warranty cases using Microsoft Dynamics case management tools.
• Process service and work orders and ensure accurate documentation of case activity.
• Maintain thorough, accurate records of warranty cases, communications, and resolutions.
• Coordinate with Engineering, Sales, and Operations leadership when escalations require cross-functional decision making.
• Serve as a primary point of contact for warranty and service inquiries.
• Provide customers with pricing, quotations, ordering assistance, and shipment updates.
• Communicate warranty decisions, service plans, and resolution timelines clearly to customers.
• Follow up with customers after resolution to confirm satisfactory outcomes.
• Enter warranty and service parts orders into ERP systems.
• Provide order acknowledgments and shipping notifications to customers.
• Coordinate with internal departments (production, shipping, transportation) and external partners to execute service plans efficiently.
• Schedule and coordinate field service trips when required.
• Identify inefficiencies within warranty intake, review, and resolution processes and recommend corrective actions.
• Support training and onboarding of new team members and cross-functional partners.
• Participate in or lead special projects such as system improvements, reporting enhancements, and ERP/CRM optimization initiatives.
• Proactively identify safety or quality concerns and elevate issues to appropriate stakeholders.
• Ensure consistent application of warranty policies across cases.
• Assist leadership in developing warranty policies and service procedures.

Connaissances

Customer service

Communication

Organization

Analytical

Collaboration

Formation

High School Diploma

Associate degree

Outils

Microsoft Dynamics 365

ERP systems

Description du poste

DEPARTMENT: Engineering and Warranty

JOB TITLE: Senior Warranty Administrator

REPORTS TO: Engineering and Warranty Manager

Position Summary

The Senior Warranty Administrator is responsible for managing warranty and service cases from initial intake through resolution. This role serves as a subject matter expert in warranty policy, supports continuous improvement of warranty processes, and collaborates cross-functionally to ensure timely and effective resolution of customer issues.

Position Responsibilities

Warranty & Service Case Management

• Manage warranty, service, and parts-related cases from intake through final resolution.
• Investigate customer concerns by working directly with end users, dealers, agents, sales representatives, and internal teams.
• Enter, track, and maintain warranty cases using Microsoft Dynamics case management tools.
• Process service and work orders and ensure accurate documentation of case activity.
• Maintain thorough, accurate records of warranty cases, communications, and resolutions.
• Coordinate with Engineering, Sales, and Operations leadership when escalations require cross-functional decision making.

Customer & Partner Support

• Serve as a primary point of contact for warranty and service inquiries.
• Provide customers with pricing, quotations, ordering assistance, and shipment updates.
• Communicate warranty decisions, service plans, and resolution timelines clearly to customers.
• Follow up with customers after resolution to confirm satisfactory outcomes.

Order & Service Coordination

• Enter warranty and service parts orders into ERP systems.
• Provide order acknowledgments and shipping notifications to customers.
• Coordinate with internal departments (production, shipping, transportation) and external partners to execute service plans efficiently.
• Schedule and coordinate field service trips when required.

Process Improvement & Senior-Level Contributions

• Serve as a subject matter expert in warranty policy interpretation and application.
• Identify inefficiencies within warranty intake, review, and resolution processes and recommend corrective actions.
• Support training and onboarding of new team members and cross-functional partners.
• Participate in or lead special projects such as system improvements, reporting enhancements, and

ERP/CRM optimization initiatives.

• Proactively identify safety or quality concerns and elevate issues to appropriate stakeholders.
• Ensure consistent application of warranty policies across cases.
• Support improvements to case management tools, reporting systems, and ERP workflows.
• Assist leadership in developing warranty policies and service procedures.

Position Expectations

• Maintain a high level of professionalism and diplomacy in all customer interactions.
• Ensure timely response and resolution of customer inquiries.
• Collaborate effectively with cross-functional teams to resolve issues quickly.
• Develop and maintain standard work to support consistent communication and case management practices.
• Support departmental goals related to warranty responsiveness, service quality, and customer satisfaction.
• Communicate potential risks, challenges, or escalation items to the Engineering and Warranty Manager along with recommended solutions.
• Maintain awareness of case backlog and resolution status and trends and communicate any concerns to Engineering and Warranty Manager along with recommended solutions.

Qualifications

• Strong interpersonal, written, and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to collaborate effectively across departments.
• High level of customer service orientation and professionalism.
• High School Diploma required; Associate’s Degree preferred.
• Intermediate proficiency in Microsoft Office Suite.
• Experience with Microsoft Dynamics 365 or similar CRM/case management system preferred.
• Experience working with ERP systems.