Warranty Coordinator

Overview

This position is responsible for the Fleet Warranty Customers in assigned territory. The Warranty Coordinator should be highly organized, exhibit technical proficiency and the ability to communicate well with manufactures, vendors, customers and shop personnel and process warranty claims in a timely manner. This position requires thorough knowledge of the Company's policies and procedures. The Warranty Coordinator is an intermediary between the Shop, the customer, the vendor, and the manufacturer assuring the warranty process is fluent and the customers' vehicle is returned to service promptly and warranty payments are received from the
manufacturer timely. Who is Model 1, formerly known as Creative Bus Sales?

Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation's largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you. Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what's next.

It's the strength of our relationships - both with customers and manufacturers - that allows us to keep a finger on the pulse of what you need and what's possible to not just source but create together. Whether it's custom-built vehicles or alternative fuel and electric vehicle (EV) options, you'll have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know. Work together to find solutions. See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease. Be the person that you'd want to interact with - approachable and transparent.
• Drive Forward: Keep your eyes up to see what's ahead. Imagine better methods. Seize opportunities. Move the business and the market, meaningfully.
• Find Balance: Match your energy at work to your energy with family, friends, and community. Decide and align your priorities. Pour into yourself and those around you.
• Own It: Take the extra step. Fix issues when they come up. Care from start to finish. Do the right thing, every time.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Responsibilities

Manage high level warranty processes for all Corporate fleet accounts.
• Oversee large fleet and transit orders to ensure time performance.
o Tie together factory, salesmen, service and customer expectations.
• Organize routine meetings with sales managers and service managers to address issues found.
o Follow up to ensure issues are being addressed and resolved.
• Oversee all fleet warranty functions.
o Timely submittals
o Warranty aging
o Policy decisions
o Fleet defects, communicate to all Model 1 facilities
o Manufacturer warranty registrations for customers
o Warranty dates and info entered into Excede/Procede
• Responsible for scheduling with the service shop all applicable warranty repairs or locating a convenient
warranty repair facility for the customer to transport vehicles.
• Responsible for obtaining prior approvals for all warranty claims with various manufacturers.
• Responsible for maintaining line of communication with all repair facilities, obtaining estimates for needed
repairs and providing pre-approvals to vendors.
• For fleet and transit customers, deliver info packet with buses showing local service and warranty centers close
to facility.
• Responsible for processing and collection of all warranty claims with various manufacturers.
• Manage and resolve escalated customer concerns with Management assistance when necessary.
• Keep management informed on all aspects of fleet warranty department work flow, customer, vendor and
manufacturer issues.
• Commercial Technical Support - Non-Warranty Related
o A resource for fleets as they look for technical aid and support to help keep their aging fleet operational
o Vehicle Programing if needed (Hanover etc.)
• Alternative Fuels Support - Non-warranty Related
JOB - Warranty Coordinator Page 2 of 2 Model 1 Commercial Vehicles, Inc. Confidential
o Parts Support
o Technical Support
• Parts Support - Non-warranty Related
o Helping customers identify the correct parts
o Placing orders with the Manufacturers when possible.
o Following up with parts team to ensure customers' needs were addressed
• Sublet - Non-warranty related
o Assisting fleet customers find facilities that can perform repairs.
o Assisting Sale Personnel find creative ways to meet customers non warranty
expectations
• Customer Service Support
o Working closely / daily with Customer care team to provide customer support
• Internal Staff Production Support
o Assisting various location personnel with warranty, non-warranty, and technical support
• Supervise supporting warranty administrator(s).
• Evaluate performance of the supporting warranty administrator(s).
• Other duties as assigned.

Qualifications

Bachelor degree or equivalent.
• 10 + years' warranty experience in the automotive industry.
• Understanding of the operation of the service and parts departments and the support of the sales and
interaction with the administrative/accounting department.
• Some mechanical/technical understanding of medium duty vehicles such as buses and vans.
• Good understanding of the bus manufacturer's needs and the needs of Creative Bus Sales customers.
• Professional demeanor and cooperative attitude.
• Highly organized.
• Good writing and oral communication skills.
• Some ability to read and interpret technical applications such as diagrams and schematics.
• Ability to collect data, defines problems, interpret technical instructions and reach reasonable conclusions for
warrantable repairs.

Pay Range

72000-82000