Customer Service / Apparatus Warranty Specialist

Job Description

Job Description

About Heiman Fire Equipment

Heiman Fire Equipment is a trusted leader in fire apparatus, equipment, and service across the Midwest. As the OEM for Heiman-built apparatus and an authorized dealer and Rosenbauer apparatus , we take pride in delivering reliable solutions and exceptional post-delivery support to the fire service.

We are growing and looking to add a Customer Service / Apparatus Warranty Specialist to support our expanding apparatus fleet and ensure our customers receive best-in-class warranty service and communication.

Position Summary

The Customer Service / Apparatus Warranty Specialist will be responsible for managing warranty claims and customer service support related to Heiman OEM and Rosenbauer OEM apparatus builds. This role serves as a key liaison between customers, internal service teams, and OEM partners, ensuring warranty issues are documented, tracked, and resolved efficiently using Rosenbauer’s CRM system.

This position is ideal for someone who is detail-oriented, organized, customer-focused, and comfortable working within structured systems and processes.

Key Responsibilities

• Manage and process warranty claims for Heiman OEM and Rosenbauer OEM apparatus
• Serve as the primary point of contact for customers regarding apparatus warranty issues
• Utilize Rosenbauer’s CRM system to document, track, and manage warranty cases from start to resolution
• Coordinate with OEM representatives, service technicians, vendors, and internal departments
• Ensure accurate documentation, photos, reports, and claim submissions are completed on time
• Communicate status updates clearly and professionally to customers and internal teams
• Maintain organized warranty records and support continuous process improvement
• Assist with general customer service inquiries related to apparatus support as needed

Qualifications

• Previous experience in customer service, warranty administration, or service coordination (fire apparatus or heavy equipment experience preferred but not required)
• Strong organizational skills with high attention to detail
• Comfortable working in CRM systems and learning OEM-specific software platforms
• Excellent written and verbal communication skills
• Ability to manage multiple claims and priorities simultaneously
• Self-motivated, dependable, and team-oriented
• Proficiency in Microsoft Office (Outlook, Excel, Word)

Preferred Experience

• Fire apparatus, emergency vehicle, or heavy-duty equipment industry experience
• Familiarity with warranty processes, OEM documentation, or service workflows
• CRM or ERP system experience (Rosenbauer CRM experience is a plus, training provided)

What We Offer

• Competitive compensation based on experience
• Health, dental, and vision insurance
• Retirement plan options
• Paid time off and holidays
• Training and support from industry-leading OEM partners
• A stable, growing company with long-term career opportunities
• The opportunity to support the fire service and make a meaningful impact