Overview

SUMMARY

The Warranty Administrator is responsible for management of all dealer and customer requests for warranty coverage on parts, service or equipment expenses.  By providing direct review to determine the merits of the request, the Warranty Administrator ensures that both the company and the customer are provided for in an equitable and efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Monitor all incoming customer service warranty requests
  • Track dealer responses and previous actions regarding service warranty claims
  • Work closely with technical service staff, factory staff, sales department and others as needed to obtain all relevant information regarding warranty claims and customer satisfaction
  • Meet with management staff to determine appropriate corrective actions to be taken for warranty issues
  • Document and log all warranty claims
  • Assist with PDI credits and Sales incentives as requested by Sales department
  • Performs other job-related duties as assigned.

EXPERIENCE REQUIREMENTS: Generally requires a minimum of one to three years in service and equipment repair management. Required proficiency in Microsoft Office Suite. Knowledge of SAP, dealer.net and Service Operations preferred.

EDUCATION REQUIREMENTS:  High school diploma required. Bachelor’s Degree in Business or Technical related field preferred.

OTHER SKILLS AND ABILITIES:

  • Excellent verbal and written communication skills
  • Strong customer relations skills
  • Knowledge of motorcycle industry, technologies, regulations and performance issues
  • Strong interpersonal skills with the ability to use tact and diplomacy; must be team player
  • Thorough knowledge of company products and servicing technologies and policies
  • Knowledge of KTM Quality Policy
  • Knowledge of KTM Policies and Procedures
  • Comprehensive knowledge of new products, technical issues, and product return policies
  • Knowledge of various inventory control computer systems
  • Ability to manage multiple and changing tasks effectively and accurately
  • Sound communication skills and the ability to effectively communicate with management, with a strong service orientation
  • Pro-active, self-motivated and action oriented

SUPERVISORY RESPONSIBILITIES:  No

JUDGEMENT/REASONING ABILITY:  Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills, and determine when issues need to be escalated.

PHYSICAL DEMANDS:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; use hands and fingers, bend, stoop and reach with hands and arms. And:

Ability to lift up to 35 pounds
<5% daily
Able to sit at a desk and use/view computer
90% daily
Able to hear and speak into a telephone
60% daily
Able to stand, bend, stoop, twist
20% daily

WORK ENVIRONMENT:  The noise in the work environment is usually moderate.  Other factors are:

·       Ability to travel if needed.  Travel is minimal (<10 % annually) in this position.

·       Fast-paced, with multiple demands environment

·       Professional, yet casual office work environment

·       Ability to work extended hours as required

REQUIRED PREHIRE SCREENINGS:

·       Criminal – Felony and Misdemeanor 7 Years

·       National Criminal Data Base 7 Years

·       Social Security Verification

·       NDOT Drug Screen