Automotive Engine Warranty Claims Administrator -Product Support

Job Description

Job Description

As a part of our continued growth we are looking for a dedicated and passionate Automotive Engine Warranty Administrator. As an Automotive Engine Warranty Administrator, you will be responsible for primarily diagnosing, troubleshooting, and recommending field repairs regarding internal engine failures, providing technical service to customers, dealers, and field technicians for the products sold by LKQ and assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have. The Automotive Engine Warranty Administrator will also be responsible for maintaining excellent customer service to internal and external customers always. We are seeking candidates who are extremely motivated and are excited about the opportunity to support all operational processes and procedures. Excelling at this position you must be able to multitask, communicate well with others, have hands-on automotive repair experience with a knowledge of automobiles. This person needs to be very goal orientated and willing to work at a very fast pace while maintaining the quality and accuracy set forth in the job expectations. If you like growth and working with happy, enthusiastic individuals, you'll enjoy a career with us!

Job Summary:

Investigates customer inquiries about merchandise or warranties by performing the following duties

Essential Job Duties:

1. Provide technical product information and support to customers via telephone and/or electronically.
2. Monitor support requests and assist in developing proactive customer assistance strategies.
3. Administer proactive assistance operations as directed. This may include proactive calls, emails, etc.
4. Assist in creating and maintaining distributable product documentation.

Assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have

Provide technical service to customers, dealers, and field technicians for the products and services sold by ATK North America

Primarily diagnose, troubleshoot, and recommend field repairs regarding “internal engine” failures

Under minimal supervision, provide technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.

Notifies customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer’s account, or adjustment of customer’s bills

Recommends to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature

Contact customers as a follow up to ensure customer satisfaction, as required

Keys information into computer to obtain computerized records

Maintain a safe and clean work environment (5S Program)

Be familiar with ATK’s Code of Safe Work Practices.

Be familiar with ATK internal Policies, values, and ATK Quality Policy

Be aware of his/her process/sub process and know related procedures

Provide quality customer service according to product support procedure (P0583001)

Maintain performance indicators in acceptable levels

Answer all calls promptly and courteously

Education & Experience:

1. Automotive Powertrain/Drivetrain diagnostics and repair experience. Multiple OEM
2. Microsoft Office Proficient (Outlook ,Excel, Word, Teams)
3. General PC and Telephone skills
4. Customer Service Experience

GED, 2 years Automotive Technical School and 5 years automotive repair experience; or 10 plus years automotive repair experience. Must be familiar with diagnostic and repairs of internal combustion engines.

Knowledge/Skills/Abilities: Computer skills, ability to communicate effectively with customers, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Essential Physical Demands/Work Environment:

This position requires extended periods sitting in a cubicle setting.

LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.

*The existence of criminal conviction(s) does not constitute an automatic bar to employment.

Company Description

LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.\r\n\r\n*The existence of criminal conviction(s) does not constitute an automatic bar to employment.