Warranty Representative

Warranty Representative | Bristol, IN (North)

Regular Employee | Salary Non-Exempt

The Warranty Representative is the customer’s first contact when repairs are needed on new Utilimaster trucks. The Warranty Representative works independently in a fast-paced team environment. This individual is responsible for the verification of Warranty claims, parts and claim entry, locating service centers, as well as other customer service endeavors.

• Provide “Best in Class” Customer Service to Fleet Managers, owners, and service centers
• Receive warranty calls in a call center setting
• Respond promptly, accurately, and professionally to customers on the phone and in email
• Deescalate customer concerns
• Determine warranty coverage for Utilimaster vehicles and Aftermarket field installs
• Create and manage new warranty cases, send follow ups, coordinate cross-functional information gathering and dissemination to assist customers.
• Research the required parts for repairs, which includes interpreting build orders, BOMs, and parts assemblies
• Place warranty parts orders.
• Approve estimates, negotiate labor hours, and provide approvals for warranty repairs
• Code and enter warranty claims for payment to customers and service centers
• Convert international claims to US dollars for payment
• Work directly with Fleet customers to determine warranty coverage, vet validity of claims, and pay claims according to previously negotiated labor times
• Set up new service centers for warranty repairs
• Assist customers in navigating Utilimaster recall repairs including providing parts and repair instructions. Report recall completions to assist inaccurate NHSTA reporting.
• Collaborate with Technical Support to assist in answering customer technical questions
• Work with Segment Engineers to assist with special projects and request assistance with option BOMs, schematics, and drawings not readily available to the warranty team
• Work with the warehouse team for visibility on parts availability, SRTs, and lead times.
• Work cross-functionally to report and investigate warranty issues, request Quality holds and Stop Ship flags to prevent units with known issues from being released to the customer.
• Participate in and complete company training modules

• Strong Customer Service / Customer Relations skills
• Excellent Verbal / Written Communications using Microsoft Office, Outlook, Aurora, and Salesforce.
  
  Salesforce experience is a plus.
• Detail-oriented with emphasis on speed and accuracy
• Problem-solving, critical thinking, and de-escalation skills
• Ability to work in a team environment and work independently as well
• Excellent attendance
• Be the voice of the customer to the entire Utilimaster organization
• Knowledge of Utilimaster products;
  Walk-in Van, Truck Body, Upfit Vans, their assembly and operation
• Ability to interpret build orders, BOMs, and assembly prints

• HSDiploma or GED Required
• Associateor Bachelor degree Preferred
• Functional
  
  Experience2 - 5 Years

Our people are our greatest asset, and your success is our success! That’s why we provide comprehensive benefits that support your health, financial security, and work-life balance—so you can thrive both personally and professionally.

• Health & Wellness: Medical, Dental, Vision, HSA/FSA, Wellness Plan
• Financial Security: 401(k) with match, Disability, Life Insurance
• Work/Life & Growth: Educational Reimbursement, EAP, Dependent Care

At Aebi Schmidt Group, we don’t just offer benefits—we invest in your well-being. Join us and experience the difference!

T he Aebi Schmidt Group is aglobal leader in intelligent solutions for customers who care for clean andsafe infrastructure and cultivate…