Parts, Service and Warranty Coordinator

Job Description

Job Description

PARTS, SERVICE & WARRANTY COORDINATOR

Surefitters — Rosemount, MN | Full-time, in-office

We’re looking for a Parts, Service & Warranty Coordinator who can read a frustrated customer, diagnose a technical issue, and own the warranty paperwork through to OEM reimbursement — all in the same day. If technical service work is in your DNA but you also like the closure of a clean claim paid in full, read on.

About Surefitters

Surefitters is a family-owned commercial truck upfitting company headquartered in Rosemount, Minnesota. We design, engineer, and install equipment that turns work trucks into purpose-built tools for the industries our customers serve — from snowplows to service bodies to specialized fleet upfits. The work doesn’t end at delivery: our customers depend on us when something needs service, when a warranty issue surfaces, and when they need to add aftermarket parts to keep the fleet running.

About the Role

The Parts, Service & Warranty Coordinator owns the technical service, warranty, and aftermarket parts experience for our customers. You’re the first point of contact when something on a delivered upfit needs attention — and the dependable closer who drives every issue to resolution. You’ll combine deep product knowledge with disciplined paperwork to protect customer trust and recover legitimate warranty value from OEMs and suppliers.

You’ll report to our Operations Manager and work closely with Upfit Engineering, Quality, Production, and Sales. The role sits at the intersection of customer service, technical diagnosis, warranty administration, and aftermarket sales — so it’s a real opportunity to grow across multiple disciplines in a fast-moving manufacturing business.

Be Honest With Yourself About This

This is a four-cornered role by design. You’ll be on the phone with frustrated customers, in the weeds on technical diagnosis, on the keyboard processing warranty claims, and on the phone again upselling parts and aftermarket service. If you only want to do one of those things, this isn’t the role.

If you find satisfaction in working a technical problem to its root cause, advocating for the customer on a legitimate OEM warranty claim, and keeping the documentation tight enough to recover every dollar of reimbursement — keep reading.

What You’ll Own

Aftermarket Parts & Services Sales

• Sell aftermarket parts and services to customers via phone, email, and in-person
• Create customer quotes and service orders
• Coordinate with Production on scheduling service and warranty work
• Upsell parts and services based on inspection results, using pricing tools to hit margin targets

Technical Customer Issue Resolution

• First point of contact for incoming technical issues from the field — phone, email, and in-person evaluation of units when needed
• Troubleshoot product, install, and OEM vehicle install issues; partner with Quality and Engineering on root cause
• Coordinate with OEMs on vehicle install issues, defects, and corrective actions
• Drive every issue to documented resolution with the customer visible throughout

Warranty Management

• Manage product and installation warranty claims end-to-end — intake, validation, processing, resolution — in line with policies set by the Client Services Manager
• Pursue warranty reimbursements from OEMs and suppliers; track collection through to receipt
• Coordinate dealers and subcontractors to perform warranty work when Surefitters resources aren’t available
• Code and allocate costs for warranty job orders; partner with Accounting on validation
• Coordinate vehicle damage and loss claims

Technical Documentation & Engineering Support

• Author and publish Technical Service Bulletins (TSBs) for new products, recalls, and service issues
• Maintain product manuals and customer-facing technical references
• Write work instructions for custom-designed work trucks during pre-production
• Participate in pre-build and prototype testing

What Success Looks Like

You’ll be measured on five core indicators of role performance:

• Warranty Issue Resolution Time — trending down against a defined target
• OEM Install Issue First-Touch Response — ≤ 1 business day
• Warranty Reimbursement Collection Rate — percentage of eligible claims collected
• Aftermarket Parts & Services Revenue — against target
• Customer Satisfaction on Technical Inquiries — NPS or equivalent, trending upward

What We’re Looking For

Must-haves

• Strong technical aptitude — you can diagnose mechanical, electrical, and install issues
• Customer-facing communicator who stays calm and clear when customers are frustrated
• Disciplined with documentation — warranty paperwork, TSBs, and manuals do not slip
• Comfortable with conflict — you will push OEMs on legitimate warranty claims and hold suppliers accountable
• Self-starting — you can run a queue of issues to resolution without daily prompting
• Industry experience — snowplow, commercial fleet upfit, aftermarket parts, or service advisor in automotive or mobile equipment

Nice-to-haves

• Direct experience processing OEM warranty claims and managing reimbursement collection
• Familiarity with NTEA standards (NTEA 101, NTEA 201)
• Snowplow product-specific training or service certifications
• Experience with WorkWise ERP, OnContact CRM, or comparable systems
• Technical writing experience — TSBs, work instructions, service documentation
• Experience selling parts or aftermarket services in a B2B or fleet environment

Logistics

• Location: Rosemount, Minnesota
• Schedule: Full-time, 100% in-office 8:00 AM - 4:30 PM
• Reports to: Operations Manager
• Compensation: $23 -$38 Per Hour
• Benefits:
  • Health, Dental, Vision and additional ancillary benefit offerings
  • PTO/SICK - 13 days first year
  • Paid Holidays
  • Employee Bonus Program
  • 3% 401K Match

How to Apply

Send your résumé and a brief note about why this role interests you to on a Cover Letter. Strong candidates will be invited to complete a TTI behavioral assessment as part of our screening process before in-person interviews.

Surefitters is an equal opportunity employer. We welcome applicants of all backgrounds.