Primary responsibility includes processing, interpreting and administration of all product warranties, warranty policy, processing International and Domestic part returns and processing of replacement and reimbursement claims. Administrators communicate with customers and suppliers to insure satisfactory resolution of claims and to secure recovery from suppliers for failures within warranty period.
Essential Functions (Listed in order of % of time)
Receives verbal, written and electronic inquiries on warranty claims and warranty policy. Conveys warranty policy, claims processes, and financial obligation information to customers. Negotiates settlements and adjustments made on claims submitted and seeks assistance on claim adjudication
Processes on line warranty claims
Maintains up-to-date inventory of product information and warranties. This includes parts and component lists, warranty information from outside vendors who supply parts, and warranty information from company-produced parts, components, and structures
Adjudicates warranty and product liability claims, referring complex occurrences to higher levels of authority. May oversee and/or review claims processed by others
May conduct orientation to Team Members, Suppliers or Customers on warranty policy, processes provisions, terms and conditions and other warranty related information
Responds to customer quotes on Extended Service Protection plans
Performs other duties as assigned that support the overall objective of the position.
- High school diploma or accredited equivalent
- 1 year of experience in contract/claims administration
- Knowledgeable of MS Office Suite
- Excellent verbal and written communication skills
Knowledge and Skills
- College degree is preferred
- 4 years of experience in contract/claims administration and processing, either in a manufacturing or insurance environment is preferred
- Claims adjusting or investigations experience is desirable.
- AS400 knowledge/experience is preferred.
- Technical/product knowledge is helpful.
The position requires a knowledge of contract / administration, claims processing procedures, and company warranty policy. Requires a basic knowledge of contracts and warranties, including intent and language. Requires problem-solving skills sufficient to make interpretations of customer situations to warranty language. Requires well-developed human relations skills to conduct fact finding, convey policy information to customers, and resolve conflict. Excellent communication skills are required. Computer skills are required.
Carry out all of the aspects of the position. Requires the ability to read and understand para-legal descriptions and communications. Requires the ability to read and interpret contracts, warranties, material lists, and product descriptions. Requires the ability to perform arithmetic calculations such as cost, depreciation, and statistics. Requires the ability to resolve problems requiring interpretation of facts, language, and intent. Requires computer skills, Microsoft Office Suite, Word, Excel. Excellent communication skills are required, verbal and written.
Works in an office environment. Uses computers, Microsoft Office Suite, AS400, etc.
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