Warranty Administrator

Job Description

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Job Summary :

Investigate customer inquiries about merchandise or warranties by performing the following duties

Essential Job Duties :

Be familiar with ATK internal Policies, values, and ATK Quality Policy

Be aware of his / her process / sub-process and know related procedures

Provide quality customer service according to product support procedure (P0583001)

Maintain performance indicators at acceptable levels

Answer all calls promptly and courteously

Assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have

Provide technical service to customers, dealers, and field technicians for the products and services sold by ATK North America

Primarily diagnose, troubleshoot, and recommend field repairs regarding internal engine failures

Under minimal supervision, provide technical support to the ATK customer base on a variety of automotive-related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.

Notifies customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer’s account, or adjustment of customer’s bills

Recommends management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of a similar nature

Contact customers as a follow-up to ensure customer satisfaction, as required

Keys information into computer to obtain computerized records

Maintain a safe and clean work environment (5S Program)

Be familiar with ATK’s Code of Safe Work Practices.

Requirements

Education & Experience : GED, 2 years Automotive Technical School and 5 years automotive repair experience; or 10 plus years automotive repair experience.

Must be familiar with the diagnostic and repairs of internal combustion engines.

Knowledge / Skills / Abilities : Computer skills, ability to communicate effectively with customers, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Benefits :

• Health / Dental / Vision Insurance
• Paid Time Off
• Paid Parental Leave
• 401k with Generous Company Match
• Company Paid Life Insurance and Long-Term Disability
• Short-Term Disability
• Employee Assistance Program
• Tuition Reimbursement
• Employee Discounts
13 days ago