Job Summary:

Prepares, records and submits warranty claims to the factory and/or distributor and reconciles them accordingly.

Supervisory Responsibilities:

None

Duties/Responsibilities:

• Process open/closed repair orders
•  Verify customer vehicle information
•  Check vehicle for open recalls/TSBs
•  Review repairs and parts for prior authorization
•  Check vehicle service history
•  Verify component information
•  Verify that parts are billed correctly
•  Verify technician punch time
• Process warranty claims and parts
•  Prepare, complete, and submit warranty claim
•  Process defective warranty parts
•  Monitor digital manufacture claim status
• Process warranty payments
•  Reconcile payments with claims
•  Maintain warranty journal
•  Follow up on warranty accounts receivable
•  Analyze adjusted claims
•  Appeal warranty shortages
• Maintain customer and manufacture relations
•  Negotiate payment responsibility
•  Inform manufacture and service advisors of repair status
•  Explain manufacture warranty to service advisors
•  Follow up on open recalls and TSBs
•  Mediate resolutions between customers and manufacturers
•  Report quality concerns to manufacturers
• Perform administrative tasks
•  Participate in development of departmental goals
•  Process correspondences
•  Adjust technician repair times
•  Maintain warranty files
•  Request manufacturer labor rate increases
•  Maintain recalls and TSBs
•  Update supervisor on work progress
•  Appeal manufacturer flat rate time
•  Monitor manufacturer authorizations
•  Analyze department gross profit and loss
•  Update manufacturer flat rate manual
• Check in new units (assist as needed)
•  Verify unit specifications
•  Perform new unit inspections
•  Complete DAF
• Pursue professional development
•  Participate in training
•  Obtain professional certification
•  Participate in manufacture and vendor training
•  Participate in industry events
•  Review professional publications
•  Network with industry representatives
• Any other assigned tasks

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• Two to four years related experience and/or training; or equivalent combination of education and experience.
• Ability to use standard computer applications such.
• Ability to work extended hours and weekends as needed.
• Basic knowledge of recreational vehicles is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of walking and standing
• Prolonged periods of bending and kneeling
• Ability to safely use a ladder and work at heights
• Must be able to lift up to 50 pounds at times

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.