Warranty Coordinator

Pro Serv Food Equipment; New Bern (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Pro-Serv Facility Solutions seeks a Warranty Director to oversee our warranty operation across all branches and service regions. This role owns the warranty process from initial service request to final reimbursement, ensuring proper authorization, documentation, and timely claims.

The ideal candidate will manage a high volume of claims, coordinate with manufacturers, and protect the company from denials and unreimbursed expenses while enforcing standards across departments.

Qualifications

• Experience in warranty administration, service operations, claims management, or a related field.
• Strong organization, prioritization and follow-through.
• Ability to manage a high volume of open claims and firm deadlines.
• Strong written and verbal communication skills.
• Experience reviewing invoices, payments and supporting documentation.

Responsibilities

• Oversee warranty activity across all branches and service regions.
• Confirm equipment warranty eligibility before work proceeds when possible.
• Obtain and document manufacturer authorization numbers and requirements.
• Review technician notes, asset information, photos, parts and labor docs.
• Prepare and submit complete claims within every required deadline.
• Track claims from submission through payment or final resolution.
• Reconcile amounts submitted, approved and paid; investigate shortages and deductions.
• Appeal incorrect denials and reimbursement reductions.
• Maintain complete, audit-ready records for every warranty claim.
• Provide weekly and monthly warranty reports.
• Train technicians and office employees on warranty documentation and authorization requirements.

Skills

Warranty administration

Organization & prioritization

Communication skills

Data entry

Leadership ability

Job description

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

POSITION SUMMARY

Pro-Serv Facility Solutions is seeking a highly organized, accountable and detail-oriented Warranty Director to oversee our warranty operation across all branches and service regions. This position owns the warranty process from the initial service request through final manufacturer reimbursement. The Warranty Director ensures warranty calls are properly authorized, technicians provide complete documentation, claims are submitted accurately and on time, required parts are returned, and all payments are tracked and reconciled. The right candidate must be comfortable managing a high volume of claims, holding others accountable, communicating with manufacturers and protecting the company from denied claims and unreimbursed expenses.

PRIMARY RESPONSIBILITIES

• Oversee warranty activity across all Pro-Serv branches and service regions.
• Confirm equipment warranty eligibility before work proceeds whenever possible.
• Obtain and document manufacturer authorization numbers and requirements.
• Review technician notes, asset information, photographs, parts and labor documentation.
• Ensure approval is obtained before manufacturer labor allowances are exceeded.
• Prepare and submit complete claims within every required deadline.
• Track each claim from submission through payment or final documented resolution.
• Reconcile amounts submitted, approved and paid; investigate shortages and deductions.
• Appeal incorrect denials and reimbursement reductions.
• Track outstanding warranty receivables by manufacturer and age.
• Manage defective-part returns, RMAs, shipping and proof of delivery.
• Maintain complete, audit-ready records for every warranty claim.

LEADERSHIP & COMPANY-WIDE OWNERSHIP

• Develop strong working relationships with manufacturer warranty representatives.
• Identify manufacturers or programs creating excessive financial or administrative risk.
• Recommend warranty service holds when payment risk becomes unacceptable.
• Train technicians and office employees on warranty documentation and authorization requirements.
• Coordinate with Service, Dispatch, Parts, Inventory, Accounts Receivable, Accounts Payable and branch leadership.
• Provide leadership with accurate weekly and monthly warranty reports.
• Establish consistent warranty standards and require compliance across every branch.

REQUIRED QUALIFICATIONS

• Experience in warranty administration, service operations, claims management, accounts receivable or a related field.
• Strong organization, prioritization and follow-through.
• Ability to manage a high volume of open claims and firm deadlines.
• Strong written and verbal communication skills.
• Experience reviewing invoices, payments and supporting documentation.
• Ability to identify discrepancies and resolve payment issues.
• Strong computer and data-entry skills.
• Ability to communicate professionally with manufacturers, technicians and company leadership.
• Willingness to enforce established procedures and hold others accountable.
• Ability to work independently and maintain control of multiple priorities.

PREFERRED QUALIFICATIONS

• Experience with commercial food equipment, HVAC, refrigeration, plumbing or facility services.
• Experience submitting manufacturer warranty claims through online portals.
• Knowledge of labor allowances, authorizations and parts-return requirements.
• Experience managing warranty receivables and denied claims.
• Supervisory or department-leadership experience.

THE IDEAL CANDIDATE

The ideal candidate is not someone who simply submits paperwork. We need a leader who takes complete ownership, follows claims until money is collected, catches problems before deadlines are missed, and does not allow incomplete work to move forward. This person must be persistent, accurate, professional and comfortable enforcing company standards across multiple departments.