Service & Warranty Department Coordinator

Job Description

Job Description

Description:

ACTIA Corporation has been manufacturing quality vehicle electronics and diagnostic equipment for growing markets such as Off-Highway, Bus & Coach, Truck & Fleet, Marine and Specialty Vehicles for over 30 years. ACTIA Group is an international group based in Toulouse, France.

We are currently looking for a Service & Warranty Department Coordinator to join our team in Elkhart, IN. The Service & Warranty Department Coordinator is highly organized and detail oriented. This position oversees and supports the daily operations of our service and warranty functions. This role is pivotal in ensuring the smooth processing of warranty claims, coordinating service activities, maintaining accurate records, and providing exceptional support to customers, technicians, and internal teams.

Job Specific Competencies:

Warranty Administration

1. Process and track warranty claims with accuracy and on time restraints.
2. Review documentation and validate claims against warranty policies and coverage.
3. Liaise between ACTIA, customers, vendors, and customers regarding claim status and resolutions.
4. Maintain warranty records and ensure compliance with all warranty terms and policies.

Service Coordination

1. Coordinate shipping with shipping department and customer.
2. Monitor service orders, work logs, and repair documentation for accuracy and completeness.
3. Act as point of contact between customers, service technicians, and management.
4. Follow up with customers post-service to ensure satisfaction and gather feedback.

Legal Compliance, Reporting and Documentation

1. Generate reports on service efficiency and open claims.
2. Maintain organized digital and physical records of service and warranty transactions.
3. Assist in analyzing data to identify recurring issues and/or opportunities for improvement.
4. Ensure legal compliance with state, federal, and OSHA requirements.
5. Ensure ISO procedures are followed.
6. Maintain compliance with all company policies and procedures.

Customer Support

1. Respond to inquiries regarding warranty coverage, claim status, and service scheduling.
2. Provide professional and timely communication to resolve customer concerns or escalate when necessary.
3. Support the onboarding of new products or programs related to service and warranty.

Working Conditions

• Movement - This position needs to occasionally move about inside the office and on the production floor. Frequently required to reach with hands and arms. Occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and stoop, kneel, crouch, or crawl
• Operate/Use - Must be able to operate a computer and other office productivity machinery (i.e. copier, printer, calculator)
• Ascend/Descend - Rarely ascends/descends stairs to reach archived files
• Communicate - This position frequently communicates with co-workers, managers and supervisors. Must be able to exchange accurate information in these situations.
• Transport - This position frequently lifts or moves 25 pounds, occasionally moves up to 50 pounds for various needs.
• Work Environment - Relatively quiet but fast paced.
• Travel - Rarely may need to travel to customers and vendors, with very minimal overnight stays, may be required.

Minimum Qualifications and Education

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 2+ years of experience in service coordination, warranty administration, or customer support.
• Knowledge of warranty policies and procedures (electrical knowledge is a plus).
• Proficiency in Microsoft Office Suite (especially Excel).
• Must be able to use hand tools, digital multimeter, O-scope, and Soldering station.
• Must be able to Solder/desolder (extremely small parts (0805) is a plus).
• Must be able to read schematics and troubleshoot to component level.

Organizational Competencies:

• Decision Making & Judgement - Demonstrates the ability to derive logical conclusions from several options available. Makes informed decisions after considering all the information, potential positive and negative outcomes of these decisions.
• Stress Tolerance - Maintains composure in highly stressful or adverse situations.
• Effective Communication - Balancing and maintains customer satisfaction with the productions and services offered by the organization.
• Customer Focus - Develops and maintains customer satisfaction with the products and services offered by the organization.
• Office Technology - Exhibits the ability to utilize office equipment and other relevant technology (software and systems) to meet business needs.

A commitment to excellence and hard work will be rewarded with a competitive salary, career advancement opportunities, and an excellent benefits package which includes:

Medical, Dental and Vision coverage

Life and Disability insurance

HSA Match

401(k) Plan

Paid Holidays

Generous paid time off policy.

A flexible Schedule.

Employee Gym on site!

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

ACTIA Corporation is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: ACTIA is committed to the principle of equal employment opportunity for all employees and t providing employees with a work environment free of discrimination and harassment. All employment decisions at ACTIA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ACTIA will not tolerate discrimination or harassment based on any of these characteristics.