Warranty Administrator

Job Title: Warranty Administrator

Exemption Status: Non-Exempt

Department: After Sales

Hourly or Salary: Salary

SUMMARY

The Warranty Administrator plays an important role supporting the dealer network with warranty claims and troubleshooting. This position involves overseeing warranty claims, coordinating with dealers and vendors, and ensuring exceptional brand representation. The role also includes administrative oversight, KPI monitoring, and collaboration with the After Sales department in Europe. The advisor handles warranty requests in compliance with deadlines, preserving the company's brand image, and contributing to the quality of the customer journey through continuous improvement.

Coordination and Logistics

• Coordinate Priority Files: Collaborate with relevant Business Units to enhance support for the Americas dealer network, including follow-up on Net Promoter Score (NPS) surveys.
• Facilitate Recall Logistics: Manage local logistics for major recall campaigns in collaboration with internal stakeholders.
• Support Field Technicians: Provide logistical coordination for the US Field Technician team to optimize operational efficiency.

Training and Development

• Technical Training Coordination: Assist in the development and implementation of technical training programs to support operational excellence.
• Training: Transmit skills to dealer partners in service and participate in the development of training courses for technicians in the dealer network.

Communication and Liaison

• European Liaison: Maintain effective communication and collaboration with the After-Sales department in Europe to ensure seamless integration of processes.

Administrative and Analytical Tasks

• Administrative Oversight: Perform comprehensive administrative tasks to support departmental objectives.
• KPI Monitoring and Improvement: Track key performance indicators (KPIs) and recommend actionable plans to enhance customer satisfaction, particularly with underperforming dealers.
• Process Warranty Claims: Justify any decision to grant or deny a warranty claim to a dealer or customer.
• Customer Relationship Management: Follow up and settle invoices from dealers and suppliers in dispute, offering commercial solutions beyond the scope of the warranty.
• Technical Analysis and Resolution: Analyze technical requests to define the origin of defects and propose appropriate solutions. Request coverage from suppliers and manage their intervention if necessary.
• Report Anomalies: Report all anomalies to the quality department for prioritization.

Service and Representation

• Service Center Development: Manage and expand service center capabilities across the Americas to strengthen customer support infrastructure.

EDUCATION AND EXPERIENCE

• Must possess 5+ years of experience in the boating industry.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of Microsoft Office 365 – Microsoft Excel, Word (Syteline preferred), AS400
• Time Management and organizational skills.
• Excellent communication skills - ability to effectively communicate with employees & managers.
• Strategic thinking and technical knowledge to troubleshoot marine systems.
• Ability to analyze, manage priorities, and withstand pressure/stress.
• Knowledge of manufacturing processes and repair.
• Knowledge of French and/or Spanish is a plus.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• Day shift
• Monday to Friday

Experience:

• Office Customer Service: 5 years (Preferred)
• Boating industry: 5 years (Preferred)
• Warranty: 3 years (Preferred)

Language:

• French or Spanish (Preferred)

Work Location: Hybrid option at manager's discretion