Senior Warranty Administrator

Palmer Hamilton, LLC is seeking a Warranty Administrator who is customer-focused, detail-oriented, and results-driven to support our Warranty and Service teams in delivering "Best in Industry" service. This position is responsible for coordinating warranty and service-related activities, including managing cases, assisting with customer requests, and collaborating with internal and external stakeholders to ensure timely resolution of product issues. The Warranty Administrator plays a vital role in ensuring customer satisfaction by effectively supporting installation, repair, service, and maintenance processes.

This role offers growth opportunities for individuals looking to expand their skills and assume additional responsibilities over time.

• Serve as the first point of contact for warranty, parts, and service requests from end users, customers, dealers, agents, and Palmer Hamilton sales representatives.
• Investigate and assess customer issues and requests thoroughly, ensuring accurate resolution plans.
• Enter and manage warranty cases in Microsoft Dynamics Case Management, maintaining accurate and up-to-date records.
• Create and track service and work orders through Microsoft Dynamics and the company’s ERP system.
• Provide customers with quotes, pricing, ordering assistance, and shipping coordination.
• Collaborate with internal teams (production, shipping, transportation) and external contractors to ensure efficient resolution of warranty and service cases.
• Support Warranty Coordinators in developing and implementing solutions to customer issues.
• Coordinate and schedule field service trips; follow up with customers to ensure satisfaction post-service.
• Maintain thorough documentation of warranty and service cases, ensuring compliance and accuracy.
• Communicate warranty and service plans clearly and effectively to customers.
• Assist in maintaining standard work processes to ensure consistent, timely communication with customers and avoid delays.
• Perform other related duties as assigned to support warranty and service operations.

• Education:
  
  High school diploma or equivalent required;
  Associate degree preferred.
• Experience &
  
  Skills:
  
  Strong interpersonal and communication skills (both verbal and written). Self-motivated with the ability to prioritize and manage multiple tasks. Excellent organizational, analytical, and problem-solving skills. Ability to collaborate effectively within a team environment. Creative thinker with the ability to propose innovative solutions. Comfortable working in a fast-paced, dynamic environment. Intermediate proficiency in Microsoft Office Suite required. Experience with Microsoft Dynamics 365 and ERP systems preferred.

This position is primarily office-based, with regular interaction with customers, sales representatives, and internal departments. Work is performed in a professional setting requiring frequent communication by phone and email. Occasional visits to production, shipping, or customer sites may be required.

Palmer Hamilton, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.