Senior Warranty Administrator

DEPARTMENT : Engineering and Warranty

JOB TITLE : Senior Warranty Administrator

REPORTS TO : Engineering and Warranty Manager

Position Summary

The Senior Warranty Administrator is responsible for managing warranty and service cases from initial intake through resolution. This role serves as a subject matter expert in warranty policy, supports continuous improvement of warranty processes, and collaborates cross-functionally to ensure timely and effective resolution of customer issues.

Position Responsibilities

Warranty & Service Case Management

· Manage warranty, service, and parts-related cases from intake through final resolution.

· Investigate customer concerns by working directly with end users, dealers, agents, sales representatives, and internal teams.

· Enter, track, and maintain warranty cases using Microsoft Dynamics case management tools.

· Process service and work orders and ensure accurate documentation of case activity.

· Maintain thorough, accurate records of warranty cases, communications, and resolutions.

· Coordinate with Engineering, Sales, and Operations leadership when escalations require cross-functional decision making.

Customer & Partner Support

· Serve as a primary point of contact for warranty and service inquiries.

· Provide customers with pricing, quotations, ordering assistance, and shipment updates.

· Communicate warranty decisions, service plans, and resolution timelines clearly to customers.

· Follow up with customers after resolution to confirm satisfactory outcomes.

Order & Service Coordination

· Enter warranty and service parts orders into ERP systems.

· Provide order acknowledgments and shipping notifications to customers.

· Coordinate with internal departments (production, shipping, transportation) and external partners to execute service plans efficiently.

· Schedule and coordinate field service trips when required.

Process Improvement & Senior-Level Contributions

· Serve as a subject matter expert in warranty policy interpretation and application.

· Identify inefficiencies within warranty intake, review, and resolution processes and recommend corrective actions.

· Support training and onboarding of new team members and cross-functional partners.

· Participate in or lead special projects such as system improvements, reporting enhancements, and

ERP/CRM optimization initiatives.

· Proactively identify safety or quality concerns and escalate issues to appropriate stakeholders.

· Ensure consistent application of warranty policies across cases.

· Support improvements to case management tools, reporting systems, and ERP workflows.

· Assist leadership in developing warranty policies and service procedures.

Position Expectations

· Maintain a high level of professionalism and diplomacy in all customer interactions.

· Ensure timely response and resolution of customer inquiries.

· Collaborate effectively with cross-functional teams to resolve issues quickly.

· Develop and maintain standard work to support consistent communication and case management practices.

· Support departmental goals related to warranty responsiveness, service quality, and customer satisfaction.

· Communicate potential risks, challenges, or escalation items to the Engineering and Warranty Manager along with recommended solutions.

· Maintain awareness of case backlog and resolution status and trends and communicate any concerns to Engineering and Warranty Manager along with recommended solutions.

Qualifications

· Strong interpersonal, written, and verbal communication skills.

· Proven ability to manage multiple priorities in a fast-paced environment.

· Excellent organizational, analytical, and problem-solving skills.

· Ability to collaborate effectively across departments.

· High level of customer service orientation and professionalism.

· High School Diploma required;
Associate’s Degree preferred.

· Intermediate proficiency in Microsoft Office Suite.

· Experience with Microsoft Dynamics 365 or similar CRM/case management system preferred.

· Experience working with ERP systems.