Warranty Administrator

The Warranty Administrator serves as the principal manager of warranty repairs in the service department. They escort warrantable repairs through their full lifecycle from customer complaint, to write up, to customer communication, to repair, and to claim writing, processing and review.

Moreover, they identify warrantable repairs as such and absorb them into the warranty process funnel and ensure that the service team and customer understand when repairs are not warrantable.

The Warranty Administrator strives to ensure that the maximum number of warrantable claims on service work performed by DeVivo Bus Sales, on vehicles under warranty, are successfully processed and paid by the manufacturers of the warrantied products and components.

Thermo King Northeast is the Northeast's premier Thermo King dealer and service center with 5 locations in MA, CT, ME & NY.

Thermo King is the world leader in transport temperature control systems for trucks, trailers, buses and rail cars. We provide expert, factory-trained service when and where customers need it, and a complete line of genuine parts.

Thermo King Northeast is a division of DeVivo Companies and DATTCO, Inc. Learn more about us at www.tkne.com.

DeVivo Offers :

• Family-oriented culture & team environment
• Competitive compensation
• Room for advancement - we promote from within
• Medical & dental insurance
• Life insurance
• Flexible spending account
• 401k plan with company match
• Paid time off
• Paid holidays
• Employee referral bonuses

Primary Responsibilities :

• Prepares, codes, and submits manufacturer warranty claims in a timely manner.
• Understands and ensures compliance with all manufacturer warranty policies and procedures.
• Communicates with customers about warrantable claims for service work. Explain warranty coverage to customers if required.
• Communicates with service advisors and technicians about warrantable claims, and monitors service work on potential claims for adherence to warranty policy.

Provides warranty update information to service staff and technicians as needed. Ensures that all warrantable repairs are documented, technicians' comments are descriptive and precise, and that the allotted time is noted prior to submission for closing.

• Posts all credits and chargebacks in a timely manner. Reviews warranty chargebacks with Service Manager and resubmits rejected or underpaid claims, if applicable, with correct documentation.
• Manages warranty parts inventory and follows up on parts that tested serviceable by manufacturers. Tracks all warranty parts by tagging with R / O number, date of replacement, and technician name or number.

Ensures that all warranty parts are clean, tagged, lube drained, if required, and capped prior to shipping requested parts.

• Ensures that warranty start processes are followed by the vehicle sales department and assists as necessary. Aids the vehicle sales department in the sale of extended service contracts (ESCs) and processes them when sold.
• Files and retains all warranty service records as required by the vehicle and component manufacturers and suppliers.
• Assist with warranty administration for our Saugus and Randolph facilities.
• Assist with vehicles administration duties such as checking in vehicles, creating vehicle sales work orders, tagging vehicles and keys, and managing deliveries out of the Norton facility.

Minimum Qualifications :

• 5 years' experience in the medium / heavy duty vehicle or automotive industry.
• 2 years' experience as service advisor or warranty administrator in the medium / heavy duty vehicle or automotive industry.
• Proficient in Microsoft Excel.

Preferred Qualifications :

• Experience with Procede dealer management software.
• Strong product knowledge of vehicles and components for which warranty service work is performed (especially IC Bus and Cummins).
• Bachelor's Degree or equivalent business experience.
• Knowledge of dealership's processes and systems.
• Knowledge of OEM warranty processes and systems (especially Navistar).
• CDL Class B with P endorsement.

Questions? Call / text Frank at (781) 770-9173 or [email protected].

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status and all other protected classes.