Join our team as a Warranty Administrator and play a vital role in ensuring a seamless warranty experience for our customers. This position is responsible for maximizing warranty recoveries, maintaining compliance with OEM requirements, and ensuring warranty claims are processed accurately and efficiently. Serving as the primary point of contact between customers, field service teams, manufacturers, and internal departments, the Warranty Administrator helps drive customer satisfaction while supporting operational excellence through effective claim management and manufacturer compliance.
This position initially requires onsite work at our Crown Point, Indiana office OR Glendale, Wisconsin to support team integration, collaboration, and knowledge transfer. As business needs and employee readiness allow, the role may transition to a hybrid work arrangement.
Specific Responsibilities:
Warranty Administration
- Manage the complete warranty claim process for generator set and balance-of-plant equipment.
- Review field service reports, commissioning records, engine data, and supporting documentation to determine warranty eligibility.
- Open, track, update, and close warranty cases within manufacturer and company systems.
- Ensure timely submission of warranty claims and supporting documentation to OEMs and suppliers.
- Monitor warranty claim status and follow up on outstanding approvals, credits, and reimbursements.
- Coordinate warranty parts returns and core returns in accordance with manufacturer requirements.
- Maintain accurate warranty records, databases, and case files for audit and reporting purposes.
- Resolve warranty discrepancies and documentation issues with manufacturers, suppliers, technicians, and customers.
Service Coordination Support
- Coordinate with Service Managers, Project Managers, and Field Service Engineers to obtain required warranty information.
- Assist in scheduling warranty inspections, corrective maintenance activities, and warranty-related service visits.
- Track warranty obligations on new installations and commissioned CHP systems.
- Ensure technician job reports are completed and submitted promptly to support warranty claims and service invoicing.
- Coordinate with the Technical Helpdesk Technician for any technical support required in the closure of warranty claims.
Customer and OEM Communication
- Serve as the primary point of contact for warranty-related inquiries from customers and OEM representatives.
- Communicate claim status, approvals, denials, and corrective actions to the Service Director.
- Maintain professional relationships with equipment manufacturers, suppliers, and customers.
- Support customer satisfaction by ensuring timely and effective resolution of warranty matters.
Reporting and Documentation
- Generate weekly and monthly warranty performance reports for the Service Director.
- Track warranty recovery metrics, claim acceptance rates, claim aging, and warranty costs.
- Maintain documentation related to commissioning, service events, equipment history, and warranty coverage periods.
- Assist with service department administrative reporting and record retention requirements.
Compliance and Continuous Improvement
- Ensure warranty processes comply with manufacturer guidelines, contractual obligations, and company policies.
- Identify trends in equipment failures and provide feedback to service management and engineering teams.
- Assist in developing and improving warranty procedures and documentation standards.
- Support departmental audits and quality initiatives.
Health, Safety & Environmental Compliance
- Follow all company Health, Safety, Environmental, and Quality (HSEQ) procedures.
- Promote a culture of safety and compliance throughout all warranty and service activities.
Technical/Professional Knowledge and Skills:
- Strong administrative and organizational skills.
- Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
- Ability to analyze technical service reports and equipment documentation.
- Experience managing multiple priorities while meeting deadlines.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy.