Warranty Claims Specialist — Customer Care Expert

The Shyft Group, Inc.; Bristol (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health & Wellness: Medical, Dental, V

401(k) with match

Disability Insurance

Life Insurance

Educational Reimbursement

EAP

Dependent Care

Job summary

The Warranty Representative is the customer’s first contact when repairs are needed on Utilimaster trucks, based in Bristol, IN. This role works independently but within a fast-paced team to verify warranty claims, parts and claim entry, and to locate service centers.

You will manage new warranty cases, research required parts, de-escalate issues, and coordinate with engineering, support, and the warehouse to ensure accurate, timely resolutions.

Qualifications

• Strong Customer Service / Customer Relations skills.
• Excellent Verbal / Written Communications using Microsoft Office, Outlook, Aurora, and Salesforce.Salesforce experience is a plus.
• Detail-oriented with emphasis on speed and accuracy.
• Problem-solving, critical thinking, and de-escalation skills.
• Ability to work in a team environment and work independently as well.
• Excellent attendance.
• Be the voice of the customer to the entire Utilimaster organization.
• Knowledge of Utilimaster products; Walk-in Van, Truck Body, Upfit Vans, their assembly and operation.
• Ability to interpret build orders, BOMs, and assembly prints.

Responsibilities

• Provide 'Best in Class' Customer Service to Fleet Managers, owners, and service centers
• Receive warranty calls in a call center setting
• Respond promptly, accurately, and professionally to customers on the phone and in email
• Deescalate customer concerns
• Determine warranty coverage for Utilimaster vehicles and Aftermarket field installs
• Create and manage new warranty cases, send follow ups, coordinate cross-functional information gathering and dissemination to assist customers.
• Research the required parts for repairs, which includes interpreting build orders, BOMs, and parts assemblies
• Place warranty parts orders.
• Approve estimates, negotiate labor hours, and provide approvals for warranty repairs
• Code and enter warranty claims for payment to customers and service centers
• Convert international claims to US dollars for payment
• Work directly with Fleet customers to determine warranty coverage, vet validity of claims, and pay claims according to previously negotiated labor times
• Set up new service centers for warranty repairs
• Assist customers in navigating Utilimaster recall repairs including providing parts and repair instructions. Report recall completions to assist in accurate NHSTA reporting.
• Collaborate with Technical Support to assist in answering customer technical questions
• Work with Segment Engineers to assist with special projects and request assistance with option BOMs, schematics, and drawings not readily available to the warranty team
• Work with the warehouse team for visibility on parts availability, SRTs, and lead times.
• Work cross-functionally to report and investigate warranty issues, request Quality holds and Stop Ship flags to prevent units with known issues from being released to the customer.
• Participate in and complete company training modules

Skills

Customer Service

Phone & Email Support

Microsoft Office

Salesforce

Detail-oriented

De-escalation

Teamwork

Attendance

Education

HS Diploma or GED Required

Associate or Bachelor degree Preferred

Functional Experience 2 - 5 Years

Tools

Salesforce

Microsoft Office

Outlook

Aurora

Job description

The Warranty Representative is the customer’s first contact when repairs are needed on Utilimaster trucks, based in Bristol, IN. This role works independently but within a fast-paced team to verify warranty claims, parts and claim entry, and to locate service centers.

You will manage new warranty cases, research required parts, de-escalate issues, and coordinate with engineering, support, and the warehouse to ensure accurate, timely resolutions.