Warranty Representative

The Shyft Group, Inc.; Bristol (IN); Sur place; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Health & Wellness: Medical, Dental, V

401(k) with match

Disability Insurance

Life Insurance

Educational Reimbursement

EAP

Dependent Care

Résumé du poste

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.

Responsabilités

• 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

Connaissances

Customer Service

Phone & Email Support

Microsoft Office

Salesforce

Detail-oriented

De-escalation

Teamwork

Attendance

Formation

HS Diploma or GED Required

Associate or Bachelor degree Preferred

Functional Experience 2 - 5 Years

Outils

Salesforce

Microsoft Office

Outlook

Aurora

Description du poste

Warranty Representative | Bristol, IN (North)

Regular Employee | Salary Non-Exempt

What you'll do:

Summary

The Warranty Representative is the customer's first contact when repairs are needed on new Utilimaster trucks. The Warranty Representative works independently in a fast-paced team environment. This individual is responsible for the verification of Warranty claims, parts and claim entry, locating service centers, as well as other customer service endeavors.

JOB 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

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

EDUCATION AND OTHER REQUIREMENTS

• HS Diploma or GED Required
• Associate or Bachelor degree Preferred
• Functional Experience 2 - 5 Years

Why Aebi Schmidt Group?

Our people are our greatest asset, and your success is our success! That's why we provide comprehensive benefits that support your health, financial security, and work-life balance-so you can thrive both personally and professionally.

• Health & Wellness: Medical, Dental, Vision, HSA/FSA, Wellness Plan
• Financial Security: 401(k) with match, Disability, Life Insurance
• Work/Life & Growth: Educational Reimbursement, EAP, Dependent Care

At Aebi Schmidt Group, we don't just offer benefits-we invest in your well-being. Join us and experience the difference!

Who we are:

The Aebi Schmidt Group is a global leader in intelligent solutions for customers who care for clean and safe infrastructure and cultivate challenging grounds. At Aebi Schmidt USA, we are proud to offer a wide range of high-quality products designed specifically for your unique needs. Our global product brands bring you an exceptional variety of equipment for both summer and winter maintenance, airport operations, and agricultural technology. From sweepers and trailers to spreaders and snowplows, we have the equipment you need to tackle any challenge. Our dedicated workforce is committed to helping you achieve economic, safe, and efficient solutions that improve your performance and overcome any obstacle. Our mission at Aebi Schmidt Group is to go beyond individual projects and strive for total solutions. We believe in providing you with comprehensive and integrated systems that enable efficient and effective operations. Whether you're behind the wheel of a snowplow truck in winter, cleaning the streets in summer, keeping airport runways clear, or hauling rental equipment on a trailer, we have a custom solution to help you overcome any challenge that the environment might throw at you.

Equal Employment Opportunity (EEO)

Aebi Schmidt Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified individual with a disability, or any other characteristic protected by applicable federal, state, or local law. If you have a disability and would like to request an accommodation in order to apply, please email us at [e-mail].

Aebi Schmidt Group is an E-Verify Employer

Aebi Schmidt Group uses E-Verify, which is an online system operated by the U.S. Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility and validate social security numbers. Through participation in the E-Verify program, information entered on Form I-9 will be provided and compared to information available at both of these agencies. See posters for more details. E-Verify Notice U.S. Right to Work Notice.