Become A Warranty Administrator

* Verify and approve daily payments’ batches.
* Credits processing including:** verification of payments, research and adjustment of discrepancies, credits printing and
* mailing, follow-up on pending matters with our dealers.
* Process manual adjustment credits/invoicing including research and verification.
* Process CMI/CPG bill back invoices including claim research, inquiries, follow-up, coding to the correct accounts and
* invoice the dealers.
* Run standard warranty data reports for dealers and interpret output.
* Update labour rate for dealers.
* Maintain dealer’s warranty files.
* Set-up and delete dealers on BMS.
* Conduct dealers warranty trainings
* Liaison between dealers certification, training and dealers
* Other duties as required

* Answer phone calls from external customers who have experienced a mechanical breakdown / failure to their truck.
* Review transaction details of customers purchase to determine potential warranty coverage and/or policy assistance.
* Work with branch management to discuss potential goodwill / policy assistance when appropriate.
* Advise customers of assistance that potentially is or is not available.
* Ensure successful "handoff" of customer to 3 rd -party providers as necessary.
* Enter 90
* Day Warranty claims in to the system for Warranty Department administration / consideration on eligible breakdowns.
* Competencies:
* Teamwork
* Communication
* Customer Focus
* Flexibility
* Ownership / Accountability
* Interpersonal Influence
* Analytical Skills
* Resource Management
* Attention to Detail
* Problem Solving / Decision Making
* Technical / Functional Expertise
* Negotiation Skills
* Initiative
* Professionalism
* Quality Advocate
* Dependability / Reliability

* Effectively handle incoming service requests via email and over the phone from homeowners in an expedient and professional manner
* Log all warranty service requests received from homeowners in the computer system
* Immediately contact appropriate Warranty Service Team Members to respond to new service calls
* Log new completed service calls from warranty team members ensuring problem codes are input correctly
* Conduct random phone survey calls to homeowners to verify completion of service call and satisfaction of customer
* Proactively send inspection notification letters to homeowners
* Generate reports and interpret data for manager(s)
* Break reports, call count reports, monthly and quarterly reports
* Do Post
* Closing, 3, 5, 9 and 10 month mailers
* Interact frequently with homeowners, some of whom may be upset or angry
* Interface effectively with customers, warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants and management
* Heavy phone and computer use

* Reviewing and processing warranty, new and unused, Bosch error, and damage claims [online, email, fax, letters].
* Technical understanding of product, expert on warranty requirements.
* Processing registrations/knowledge of administrative warranty concept.
* Updating extended warranty cards/interpreting and applying warranty codes to product.
* Monitoring and updating BoschProHVAC website.
* Updating extended Warranty/interpreting and applying warranty codes to product.
* Data entry, including creating RMAs and credits and maintaining product and customer specific information.
* Creating sales orders for warranty claims requiring replacement parts.
* Communicating effectively with partners and customers.
* Assist in reporting to customers in a case of any query.
* Assist in development/improvement of new/existing processes for all customers.
* Work closely with Quality, After Sales, and Customer Service departments on TQI Analysis.
* Assisting coordinators with identifying trends across all product types.
* Collecting relevant data to log and report product field failure rates.
* Introducing a new form of reporting, PDCA, to standardize performance awareness across divisions.
* Offers support with returns to Business Units and external suppliers.
* Collate data for a number of stakeholders and present findings and a platform that will drive improvements to reduce external failure rates.
* Works diligently to ensure department target KPIs are met.
* Participates in cross training effort to support team and other departments.
* Performs all other duties and special projects as assigned.
* Qualifications

* Processes warranty claims on a timely basis
* Processes all warranty paperwork to ensure proper documentation.
* Reconciles all warranty receivables with payments through the appropriate accounting schedule.
* Submits all rejected claims promptly or receives authorization to write them off.
* Tracks warranty parts
* Arranges for parts to be shipped to the factory or distributor, or to be scrapped