Main Responsibilities and Required Skills for a Warranty Administrator
A Warranty Administrator is a professional who plays a vital role in managing and overseeing warranty claims and processes within an organization. These individuals are responsible for ensuring that warranty claims are processed accurately, efficiently, and in compliance with company policies and procedures. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Warranty Administrators.
Get market insights and compare skills for other jobs here.
Main Responsibilities of a Warranty Administrator
The following list describes the typical responsibilities of a Warranty Administrator:
Act
Act in alignment with user needs and system functionality to contribute to organisational policy.
Analyze
Analyze and reviews credits (amounts claimed which must be defrayed by the dealer.
Analyze problems, identify trends and develop strategies for maximizing claim process.
Answer
Answer inbound calls with customer inquiries / appointment dates and times.
Arrange
Arrange alternative transportation for Customer when required (Shuttle or Car rental).
Arrange for parts to be shipped back to factory or distributor, or to be scrapped.
Ask
Ask the Customer questions to uncover vehicle needs and directs calls appropriately.
Assess
Assess warranty coverage limits, track POs and monitor budget expenditures.
Assist in
Assist field staff with the enforcement of warranty policies and procedures by dealers.
Assist in the development and updating of warranty policies and procedures.
Assist in the development of warranty programs and initiatives.
Assist other team members in the interest of homeowners.
Assist service consultants and technicians with any warranty questions.
Assist service consultants in closing all open warranty RO's.
Assist the Customer Service & Warranty Supervisor in scheduling one-year warranty work.
Assist the Service Department, as needed.
Assist with general administration duties.
Assist with special projects, audits and reports as requested.
Attend
Attend Tarion seminars and attend home purchaser functions.
Attend warranty training courses as needed.
Audit
Audit systems and assess their outcomes.
Book
Book and review repair orders for customer pay, warranty and internal.
Book customer service appointments.
Brand
Brand new, state-of-the-art facilities and equipment.
Check
Check each repair order against the vehicles service history to avoid duplicate claims.
Check each repair order against the vehicle's service history to avoid making duplicate claims.
Check frontline Dealership Service Appointment Calendar and properly schedule appointments.
Check, verify, process, document and file warranty forms.
Collaborate
Collaborate with cross-functional teams to resolve technical or quality issues.
Collaborate with the finance department for claim payment processing.
Collect
Collect, review and monitor 30-Day and Year-End Statutory Warranty Forms submissions.
Collect, review and monitor Performance Audits.
Collect, review and monitor Year-End Statutory Warranty Forms submissions.
Communicate
Communicate with internal teams to resolve claim-related issues.
Communicate with parts department to ensure parts are dealt with properly in a timely manner.
Communicate with staff to ensure warranty processes are strictly adhered to.
Communicate with vendors and accounting as required to follow up on payment.
Complete
Complete all training as directed by supervisor.
Complete reports, and conducts analysis on recurrent service issues.
Complete the required documents and follows up.
Complete warranty claim forms and enter information into a database.
Comply
Comply with our policies and the Occupational Health & Safety Act.
Conduct
Conduct audits to ensure compliance with warranty guidelines.
Conduct warranty claim analysis to identify cost-saving opportunities.
Coordinate
Coordinate with customers, dealers, and suppliers to gather necessary information.
Coordinate with suppliers or manufacturers to obtain necessary approvals or authorizations.
Coordinate with trades, building relationships and schedule work as needed.
Create
Create and maintain relationships with homeowners.
Develop
Develop and implement strategies to improve warranty claim processing efficiency.
Develop positive relationships with all service personnel and management.
Document
Document and track claims through completion.
Ensure
Ensure all correct parts have been charged and if necessary re-priced.
Ensure all warranty work orders have been closed and passed on Maintain The highest standards.
Ensure appropriate screening for the type of inquiry.
Ensure claim legitimacy and adherence to warranty agreements and company policy.
Ensure compliance with regulatory requirements and industry standards.
Ensure security of data, network access and backup systems.
Ensure techs are paid properly for work performed.
Ensure that clients are invoiced for uncovered and unauthorized claims.
Ensure that service consultants receive messages promptly.
Ensure that the amounts claimed correspond to the criteria of the manufacturer / supplier.
Ensure warranty repairs are carried out to customer satisfaction.
Ensure we exceed all our obligations to purchasers under our Agreement of Purchase & Sale.
Establish
Establish and maintain relationships with the manufacturer's designated warranty representatives.
File
File and retain warranty service records by the manufacturer or supplier.
File sales documents after they are posted and the commission is paid.
Flag
Flag and close repair orders.
Focus on
Focus on your development through tuition reimbursement, training, and mentorship programs.
Follow
Follow all company and manufacture policies, directives and procedure.
Follow policies and procedures as set forth in Employee Handbook.
Follow-up
Follow-up and re-submit unpaid claims returned by manufacturer.
Follow-up on claims to obtain prompt payment.
Follow-up on concerns to ensure they have been resolved.
Follow-up with the factory and distributors regarding unpaid claims.
Follow-up with the factory, distributors and managers regarding unpaid claims.
Forward
Forward warranty claims for defective parts to the factory and distributors.
Generate
Generate and submit monthly PWA reports, identify market trends in PWA's and report to Tech Service.
Generate reports and analyze data related to warranty claims.
Greet
Greet all customers promptly or, if unavailable, acknowledge their presence.
Handel
Handel and resolve all claim corrections and charge-backs.
Handle
Handle all warranty requests in compliance with both company standards and legal requirements.
Handle and resolve warranty claim rejections and disputes.
Handle annual budget and ensure cost effectiveness.
Handle escalated warranty issues and disputes.
Handle sensitive information in a confidential manner.
Handle the return shipment of defective parts back to the manufacturer.
Identify
Identify areas for process improvement and implement solutions.
Identify exceptional cases which may result in special agreements with the manufacturer / supplier.
Identify problematic areas and implement strategic solutions in time.
Implement
Implement measures to prevent warranty fraud and abuse.
Inform
Inform Sales Consultant once vehicle is ready for delivery.
Inspect
Inspect each vehicle prior to customer delivery.
Inspect returns, create credits and all associated data entry and administration functions.
Interpret
Interpret and translate technician's comments into damage codes / operation codes.
Investigate
Investigate and analyze warranty claims to identify trends or potential fraud.
Investigate overdue, unsettled and short-paid claims.
Keep
Keep number of outstanding claims to a minimum.
Keep records of customer interactions, processing accounts and file documents.
Locate
Locate damage codes for Warranty repairs.
Log
Log customer information and purify database.
Maintain
Maintain all training as required, including all Warranty and related bulletins.
Maintain an Excellent CSI (Customer Satisfaction Index).
Maintain a pleasant telephone manner and assist customers as required.
Maintain complete and accurate records for warranty claims.
Maintain confidentiality and security of sensitive warranty information.
Maintain current warranty claims requiring authorization and special handling.
Maintain positive relationships with customers, dealers, and suppliers.
Maintain professional appearance and demeanor at all times.
Maintain records of warranty claims and related documentation.
Maintain schedules for factory warranty, extended warranty, PDI and ensure balances remain current.
Maintain up-to-date knowledge of warranty policies and procedures.
Maintain up to date records for auditing purposes.
Maintain warranty receivable schedules and reconcile credit memos daily.
Make
Make recommendations for process improvements.
Manage
Manage and process incoming work orders and service requests.
Manage and process third party claims and supplier invoices in an accurate and timely manner.
Manage high amount of calls and emails.
Manage information technology and computer systems.
Meet
Meet with homeowners to review deficiencies and coordinate trades access to homes.
Monitor
Monitor and track warranty expenses and budget.
Monitor dealer's warranty, administration and document areas of concern and advise management.
Oversee
Oversee the proper handling of warranty parts to be returned or discarded.
Participate in
Participate in warranty-related meetings and conferences.
Perform
Perform assigned task work or ad hoc assignments as needed to meet the needs of the business.
Perform other specific administrative functions as directed by management.
Plan
Plan, organise, control, and evaluate IT and electronic data operations.
Post
Post credits on computer, prepare CSI documents.
Post warranty labor operations to repair orders.
Prepare
Prepare, process, record and reconcile warranty claims as per manufacturer policies & procedures.
Prepare the "Get Ready” for new and used vehicles.
Preserve
Preserve assets, information security and control structures.
Process
Process all claims by next business day following RO close date.
Process all warranty claims to Hyundai Canada.
Process equipment registration.
Process visible damage claims.
Process warranty and service contract claims.
Process warranty claims in a timely manner, as each repair order is closed.
Process warranty claims within specified timeframes.
Process warranty parts returns, and customs forms as required.
Provide
Provide assistance and support to customers regarding warranty inquiries.
Provide a weekly report to the service manager regarding claim status.
Provide Customers with quotes on vehicle services.
Provide notices and communicate with homeowners and third party agents.
Provide parts manager with updated parts listing on a weekly basis.
Provide training and guidance to other warranty department staff.
Receive
Receive, reconcile and record payment summaries from manufacturers / concessionaires.
Reconcile
Reconcile all warranty receivables and works with the accounting department to make adjustments.
Reconcile selected vendor accounts.
Report
Report any fraudulent manipulation of warranty claims.
Report to the VP, Customer Care, offering support to the team and completing tasks as assigned.
Respond to
Respond promptly to internal and external Customer Service & Warranty queries.
Respond to and address all customer issues via telephone, email and / or in-person.
Respond to customer complaints and concerns in a timely and professional manner.
Respond to email inquiries quickly and efficiently.
Respond to email, telephone and in person inquiries in a professional and appropriate manner.
Respond to requests for additional information from manufacturers in a timely manner.
Respond to the needs of the purchasers throughout the different phases of warranty cycle.
Review
Review and correct rejected warranty claims.
Review and distribute product recalls to staff.
Review and manage all aging schedules and reports.
Review and process all claims including.
Review and reconciliation of warranty payment schedules.
Review and track trends in quality control issues and escalate where necessary.
Review repair orders for proper documentation and verifies criteria required by manufacturer are met.
Review warranty claims for completeness and accuracy.
Schedule
Schedule inspections and repairs with homeowners, trades and internal personnel as required.
Schedule quality control inspections.
Schedule, update and ensure completion of service calls.
Stay updated with
Stay updated with industry trends and changes in warranty regulations.
Strive
Strive to solve complex problems in a simple way.
Submit
Submit and process all claims multiple times per week.
Submit carrier claims within the statute of limitations period identified.
Submit daily claims on strict timelines.
Take
Take on special tasks as needed.
Track
Track and follows up on outstanding service work.
Track and update all pertinent information within a dynamic Excel tracking system or via.
Track each claim until its final resolution.
Track parts as necessary and arrange for parts to be shipped to the factor or distributor.
Train
Train and educate dealers or service centers on warranty procedures.
Transmit
Transmit claims and post payments from the manufacturers.
Understand
Understand and explain the Hyundai policies as they apply to various claims.
Verify
Verify all repair orders against criteria required by the manufacturer.
Verify criteria required by factory or manufacturer.
Verify customer eligibility for warranty coverage.
Verify the manufacturer's or supplier's criteria.
Work with
Work in partnership with our third-party IT supplier.
Work with centralized bookers and warranty to help process warranty claims.
Work with internal Service Team to create efficiencies.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Warranty Administrator:
Proficiency in warranty management systems and software.
Knowledge of warranty policies, terms, and conditions.
Familiarity with warranty claim processing and documentation.
Understanding of warranty regulations and compliance.
Competence in data analysis and report generation.
Proficiency in using Microsoft Office Suite (Excel, Word, PowerPoint).
Skill in interpreting technical documentation and product specifications.
Knowledge of contract law and legal implications in warranty claims.
Competence in financial analysis and budget management.
Understanding of quality control and assurance processes.
Knowledge of warranty fraud detection and prevention.
Proficiency in conducting audits and evaluations.
Skill in problem-solving and decision-making.
Competence in using customer relationship management (CRM) software.
Understanding of customer service principles and practices.
Knowledge of inventory management and control.
Skill in analyzing warranty data for trend identification.
Familiarity with automotive or product technical specifications.
Ability to interpret warranty claim reports and metrics.
Knowledge of warranty claim reimbursement processes.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Warranty Administrator:
Excellent communication and interpersonal skills.
Strong attention to detail and accuracy.
Effective problem-solving and analytical abilities.
Ability to work well in a team and collaborate with colleagues.
Time management and organizational skills.
Flexibility and adaptability to changing priorities.
Customer service orientation and relationship-building skills.
Strong negotiation and conflict resolution abilities.
Analytical thinking and attention to data integrity.
Ethical conduct and a sense of responsibility.
Conclusion
A Warranty Administrator plays a crucial role in managing warranty claims and processes within an organization. Their main responsibilities include reviewing and processing warranty claims, ensuring compliance with policies and regulations, and providing support to customers and internal teams. Alongside technical skills in warranty management systems, data analysis, and warranty regulations, soft skills such as communication, problem-solving, and customer service are essential for success in this role. Warranty Administrators contribute to maintaining customer satisfaction, cost control, and efficient warranty operations within the organization.
