Service Manager & Warranty Administrator

Job Description

Job Description

Service Manager & Warranty Administrator

Location: Plant City, Florida
Employment Type: Full-Time

About the Role

We are seeking an experienced Service Manager & Warranty Administrator to lead the day-to-day service operations of our equipment dealership.

This is a hands-on management position responsible for coordinating our field service team, managing customer service requests from start to finish, and overseeing all manufacturer warranty claims.

The ideal candidate has prior equipment dealership experience and understands the complete service process—from the initial customer request through diagnosis, estimating, repair authorization, warranty submission, invoicing, and payment.

Key Responsibilities

• Manage and coordinate the field service team , including scheduling, dispatching, prioritization, and follow-up on open service work.

• Serve as a primary point of contact for customers regarding service requests, repair status, estimates, approvals, invoices, and payments.

• Prepare and communicate repair estimates and obtain customer authorization before work proceeds when required.

• Manage the dealership's manufacturer warranty process from start to finish .

• Prepare, document, submit, and track warranty claims with equipment manufacturers.

• Ensure warranty claims include required technician notes, labor documentation, parts, photos, serial numbers, and supporting information.

• Communicate directly with manufacturers regarding warranty approvals, claim questions, rejected claims, and reimbursement.

• Monitor open work orders and warranty claims to ensure work is completed, submitted, invoiced, and collected in a timely manner.

• Coordinate between customers, technicians, parts personnel, manufacturers, and dealership management to keep service work moving.

• Review completed service work for proper documentation and billing accuracy before work orders are closed.

• Help drive technician productivity, accountability, turnaround time, and service quality.

• Maintain organized records of service activity, warranty submissions, approvals, and outstanding claims.

• Identify opportunities to improve service processes and the overall customer experience.

Required Qualifications

• Previous equipment dealership experience is required.

• Experience in service management, service writing, warranty administration, or a similar dealership service role.

• Working knowledge of equipment repair and dealership service operations.

• Experience managing or coordinating field service technicians.

• Experience preparing customer estimates and handling repair authorizations.

• Familiarity with OEM warranty policies, claim submissions, documentation requirements, and reimbursement processes.

• Strong customer service and communication skills.

• Strong organizational skills with the ability to manage multiple open work orders and priorities simultaneously.

• Comfortable working with dealership management systems, manufacturer warranty portals, email, and Microsoft Office.

• High level of attention to detail, particularly with warranty documentation and billing.

Preferred Experience

Experience with commercial turf equipment, construction equipment, agricultural equipment, heavy equipment, or related machinery dealerships is strongly preferred.

What We're Looking For

We are looking for someone who takes ownership of the entire service process. This person should be equally comfortable coordinating technicians, speaking with customers about an estimate, working through a warranty claim with a manufacturer, and making sure completed work gets properly billed and collected.

The right candidate will bring structure, urgency, accountability, and strong communication to a busy equipment dealership service operation.