Warranty Agent

PJ Trailers Inc.; Sumner (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

PJ Trailers Inc. is seeking a Warranty Analyst to provide technical, analytical, and administrative support within the warranty process. You will be the first contact for customers and dealers, handling claims, coordinating with production/engineering, and managing documentation and reporting.

The role requires strong communication, problem solving, and familiarity with maintenance, VIN searches, and parts invoicing. On-site work in Sumner, TX is expected.

Qualifications

• 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 to change.
• Excellent verbal and written communication skills.

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 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.

Skills

Customer service

Problem solving

Verbal and written communication

Adaptability

Multi-department coordination

Tools

Microsoft Office Suite

Job description

Position Summary

Responsible for providing technical, analytical, and other administrative support within the warranty process as first contact with customers and dealers.

• 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.

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

#PJT123