Technical Warranty Administrator

Operations Hagerstown, Indiana


Description

 

 

 

Do you want to be a technical Warranty administrator at Autocar?

Who are we? Autocar is the only American truck manufacturer focused on trucks for severe-duty vocational applications. But above all, Autocar is focused on our customers:  Our truck helps our customers to be more successful and to achieve their challenging objectives.

Autocar’s hundreds of customers include every national waste-hauling fleet, major cities such as Chicago, Los Angeles, Houston, Miami, and Charlotte, and many of the largest retailers and freight handlers in North America.

As the industry's technology and innovation leader, Autocar has forged strong partnerships with the leading suppliers in the business, including, Allison, Cummins, ArvinMeritor and Hendrickson, among others, and has delivered more natural gas vehicles than all of our competitors combined. 

Autocar is the oldest motor vehicle manufacturer in the United States and built America's first truck in 1899. A proudly American-owned company, Autocar has locations in Hagerstown, Indiana and Birmingham, Alabama and is affiliated with GVW Group, based in Highland Park, Illinois.

What will you do? As a Technical Warranty Administrator you will provide technical support for claims processing via telephone and internet for internal and external clients.

 

The Technical Warranty Administrator generally has the following responsibilities:

       Processing of warranty claims.

       Provides support for warranty data analysis.

       Technically review and input paper and electronic warranty claims.

       Notice and communicate developing trends.

       Communicate/ enforce warranty policies, both internally and externally.

       Handle communications timely and effectively.

       Other duties/projects as assigned.

       Keep detailed records.

 

Essential Duties and responsibilities

       Review warranty documentation for the purpose of validating dealer warranty claims.  

       Support dealer network in the processing of those claims selected for review through the systematic examination of all dealer submitted warranty claims.  

       Determine warranty repair eligibility in accordance with program guidelines through technical analysis of repair, adherence to warranty policies and procedures and proper claiming of parts and labor  

       Provide dealers with feedback on warranty claim concerns detected while providing exceptional customer service.  

       Escalate unresolved issues to Warranty

 

What does it take to be a part of our team?

       Detail Oriented – Agents must be able to focus on the details of the conversation or written form in order to identify and isolate the real issue. 

       Organizational skills - Agents must be able to handle multiple tasks at once while attending to the customer’s needs.  

       Flexibility - Should be able to provide assistance to various types of customers. They should have the ability to focus on the warranty issues, provide solutions while maintaining a professional demeanor at all times. 

       Friendly - Project a warm and friendly image, consistently maintain a positive demeanor.  

       Customer service focused - Must have the ability to stay calm in difficult situations.  Must be able to gain and maintain control of customer conversations while providing world class customer service.   

       Effective Communication Skills - Strong communication skills, listening to the caller, digesting the information and effectively conveying a solution quickly and efficiently.  

       Speed - Must be fast and efficient. Must be able to work quickly without sacrificing the quality of their work.  

       Solutions oriented - Must be able to find workable solutions for problems they might face. 

 

Education and Experience                  

       Associate's degree (A. A.) or equivalent from two year college or technical school; two-three years of technical related experience and/or training; or equivalent combination of education and experience is preferred

       Experience in Customer Service, dealing with customers requests, taking care of aspects of customer satisfaction.

 

Computer Skills

       Working knowledge of MS Office/Outlook, Excel pivot tables and and charts.

       Preferred knowledge of Adnet, EPC, QAD, Autocar warranty system, Team Center

 

Where will you work? The Warranty Administrator will be based out of our headquarters in Hagerstown, IN

 

What do we offer in benefits? We offer an attractive compensation package including hourly pay and benefits package to include medical/dental/vision options, retirement/401K plans, etc.