Warranty Coordinator

HTS Engineering Ltd. Job Opportunity

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers' rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project's HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

Responsibilities

• Verify warranty coverage and eligibility criteria for each claim.
• Ensure claims are processed accurately and in a timely manner.
• Maintain detailed records of claims, including documentation and correspondence.
• Engage with the manufacturers to submit prior authorizations and repair direction.
• Follow up with manufacture warranty personnel on warranty claim payments, short pays, denials.

Customer Interaction

• Communicate with customers and service centers to gather necessary information and resolve claim-related inquiries.
• Provide excellent customer service while managing claim disputes or escalations.

Quality Control

• Conduct quality checks on completed claims to ensure accuracy and compliance with company policies and industry standards.
• Identify and report any fraudulent or improper claims.

Process Improvement

• Collaborate with the warranty department to develop and refine warranty policies and procedures.
• Suggest improvements to streamline claim processing and enhance customer experience.

Documentation

• Maintain detailed and organized records of warranty claims, correspondence, and resolutions.
• Ensure compliance with regulatory and company documentation requirements.

Qualifications

• Associates degree or higher preferred
• Minimum 2 years of experience in warranty claims processing
• Must have automotive/commercial dealership experience
• Able to communicate effectively with equipment manufacturers
• Able to multi-task
• Ability to work in a team setting as well as independently
• Proficient with MS Office Suite and computer data processing with an emphasis on Excel.
• Strong analytical and data interpretation skills
• Some mechanical/technical understanding of medium duty vehicles such as buses and vans preferred
• Experience with truck, bus, or automotive dealership service writing, understanding of how a service department functions is helpful
• Excellent communication and customer service skills.
• Professional demeanor and cooperative attitude.
• Highly organized.
• Ability to take direction and maintain a positive attitude.
• Ability to complete assignments in a timely manner.
• Good writing and oral communication skills.
• Ability to collect data, defines problems, interpret technical instructions and reach reasonable conclusions for warrantable repairs.
• Knowledge of warranty regulations and industry best practices (preferred).

Physical Requirements

• Work will be performed in an office setting.
• May be required to sit in long intervals and climb stairs
• Must have good manual dexterity
• Must have the ability to push, pull or lift up to 50 lbs

HTS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.