Service Writer and Warranty Administrator Job at C&C Lift Truck Inc in Edison

C&C Lift Truck is a growing forklift dealership and has proudly been servicing businesses throughout New Jersey, Pennsylvania, Long Island, and NYC's five boroughs for over 41 years. We are looking for a Service Writer and Warranty Administrator who is ready for a challenging and rewarding opportunity at our company. This position is a key part of our service team. Your strong work ethic, reliability and positive attitude will make you an asset to our entire organization. You will be supported by a strong management team that will help you achieve your goals. Excellence in this challenging and rewarding position paves the way for advancement opportunities.

As a Service Writer, you will be responsible primarily for all aspects of customer repair quotes. This individual assigns jobs to technicians and coordinates their daily schedule and other work activities. The roleis actively involved in maintaining positive customer communication and satisfaction.

As a Warranty Administrator, you will manage warranty claims, process reimbursements, and ensure compliance with manufacturer policies. This individual will oversee warranty documentation, track claim status, and collaborate with technicians, service, and manufacturers to ensure efficient processing of warranty-related transactions.

Service Writer Responsibilities:

• Creates all customer repair quotes, requests parts pricing, and determines labor time.
• Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
• Provides real-time updates to customers on expected service dates, ETAs on returns, or any scheduled changes due to technician availability.
• Regularly promotes and sells service products to customers, generating increased revenue.
• Maintains an inventory of all customer repairs awaiting approval and follows up on unsigned quoted repairs.
• Manages assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Sets technicians schedules by no later than 3 pm daily and informs scheduled customers.
• Codes Workorders with correct Unit ID, Make Model and Serial Numbers.
• Follows all special billing procedures for major accounts, including verifying correct POs are provided and entered into Workorders, work is accepted through customer portals, and amounts match approved work.
• Opens and bills Workorders in a timely fashion.
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Works with technicians to resolve problems, making every effort to ensure he/she fully completes each job assigned.
• Manages work in progress to ensure all work orders are completed in a timely manner and reviews completed jobs for accuracy of descriptions, hours, etc.
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
• Establishes regular communication with account managers to resolve any ongoing issues with customers' accounts.
• Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair.
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
• Monitors technicians' time cards, maintaining accurate records for customer invoicing.
• Adjusts technician time cards in Tinnacity daily to correct and minimize unbilled or standby time.
• Reviews and submits technician payroll information to front office.

• Performs other duties as assigned.

Warranty Administrator Responsibilities:

• Prepares, submits, and tracks warranty claims with forklift manufacturers and suppliers.
• Reviews repair orders, service reports, and invoices to ensure warranty eligibility.
• Communicates with manufacturers regarding claim approvals, rejections, and appeals.
• Communicate effectively with team members to ensure all are informed about warranty processes and updates.
• Maintains accurate records of all warranty transactions and claim statuses.
• Works closely with service technicians to ensure proper documentation of repairs.
• Monitors manufacture warranty policies and ensures compliance with guidelines.
• Builds and maintains strong relationships with vendors and manufacturers.
• Handles any disputes or issues related to warranty claims professionally and efficiently.
• Follows up on unpaid claims and resubmits when necessary.
• Provides warranty training and updates to service and sales teams.
• Assists with parts returns and core tracking related to warranty claims.
• Generates warranty reports and analyzes claim trends for process improvement.
• Performs other duties as assigned.

Job Requirements:

• High school diploma or equivalent; additional training in business or technical fields is a plus.
• One to three years of industry experience in material handling/forklifts.

• One to three years of experience in warranty administration, preferably in the automotive, forklift, or heavy equipment industry.
• Proficiency in warranty management software and Microsoft Office (Excel, Word).
• Knowledge of forklift components and repair processes is a plus.

• Ability to exercise judgment and maintain a professional demeanor on the job.
• Ability to work independently and meet deadlines in a fast-paced environment.

• Excellent communication and customer service skills.

• Strong attention to detail and organizational skills.
• Ability to meet work hour demands as needed.
• Valid driver's license.

Benefits:

• Paid holidays after six months of employment
• 1 week PTO time after six months of employment, thereafter, following the PTO outlined in the employee handbook
• Optional Medical & Dental Benefits
• Optional 401(k) plan - quarterly based enrollment

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.