The Service & Warranty Administrator plays a crucial role in managing service requests, processing warranty claims, and ensuring accurate record-keeping for our HVAC, plumbing, and electrical services. This position requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.
Responsibilities
Service Administration:
• Receive and process incoming service requests via phone, email, and online platforms.
• Schedule service appointments and dispatch technicians efficiently, considering urgency and technician availability.
• Maintain accurate and up-to-date service records, including customer information, service details, and technician notes.
• Communicate with customers regarding service appointments, updates, and follow-up.
• Coordinate with technicians to ensure timely completion of service calls.
• Generate and distribute service reports and invoices.
• Monitor and track service performance metrics.
• Assist in resolving customer service issues and complaints.
• Maintain a clear understanding of service contracts and agreements.
Warranty Administration:
• Process and manage warranty claims for HVAC, plumbing, and electrical equipment and installations.
• Verify warranty coverage and eligibility based on manufacturer guidelines and company policies.
• Communicate with manufacturers and suppliers regarding warranty claims and parts procurement.
• Maintain accurate records of warranty claims, including claim details, parts information, and resolution status.
• Ensure timely processing of warranty repairs and replacements.
• Track warranty expiration dates and notify customers as needed.
• Provide customers with information about warranty coverage and procedures.
• Manage the return of defective parts and process credit memos.
• Stay up-to-date on manufacturer warranty policies and updates.
• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• Minimum of 1 years of experience in service administration or warranty administration, preferably in the HVAC, plumbing, or electrical industry.
• Strong knowledge of HVAC, plumbing, or electrical systems and components (preferred).
• Excellent communication and interpersonal skills.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience with service management software and CRM systems.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Ability to handle multiple tasks and prioritize effectively.
• Excellent problem-solving skills.
• Customer service oriented.
• Must be able to pass drug screen and background check.
Preferred Qualifications:
• Experience with specific industry software (e.g., ServiceTitan, FieldEdge, etc.).
• Knowledge of manufacturer warranty policies and procedures.
• Bilingual (English/Spanish).