Service & Warranty Specialist

Job Details

• Location:
  
  Kansas City, KS 66101
• Position Type:
  Full Time
• Education Level: High School
• Salary Range: $27.00 - $29.00 Hourly
• Travel Percentage:
  None
• Shift: Day
• Category:
  Construction

The Service & Warranty Specialist is a cross‑functional administrative and customer support role responsible for coordinating service documentation, technician workflow, customer communication, and warranty recovery activities. This position serves as a key link between customers, service technicians, manufacturers, parts personnel, and management to ensure accurate work order processing, timely warranty claim submission, and exceptional customer service.

• Service Administration & Customer Support
  • Maintain accurate service and warranty records in company systems.
  • Review completed work orders for accuracy, completeness, and warranty claim readiness.
  • Communicate professionally with customers, technicians, manufacturers, and internal departments.
  • Ensure work orders, warranty documents, claims, and supporting records are complete and accurate.
  • Prioritize workload to meet customer expectations and departmental goals.
  • Support continuous improvement initiatives within the service department.
  • Follow all company safety policies and procedures.
  • Maintain a clean and organized work environment.
  • Perform other duties as assigned.
• Service Coordination
  • Create, review, and complete work order invoices, including narratives and applicable charges.
  • Communicate repair recommendations, equipment status, and completed service work to customers.
  • Review, clarify, proofread, and finalize technician repair narratives.
  • Monitor technician time and labor reporting for accuracy and completeness.
  • Research and source parts required for service work and confirm availability.
  • Order and receive service‑related parts as needed.
  • Coordinate with manufacturers to obtain technical information and support for service technicians.
  • Assist in maintaining service department inventory and consumable stock levels.
  • Support rental, sales, and parts departments by providing equipment and service information as needed.
  • Operate a forklift when necessary to retrieve or transport parts and materials.
• Warranty Administration
  • Review work orders and determine warranty eligibility and coverage.
  • Prepare and submit warranty claims to manufacturers in accordance with OEM requirements.
  • Compile required warranty documentation, including photographs, service records, labor documentation, and supporting forms.
  • Monitor open warranty claims and follow up on pending submissions, approvals, and settlements.
  • Resolve warranty discrepancies, claim rejections, and parts return requirements.
  • Coordinate with manufacturers regarding warranty policies, claim status, and recovery opportunities.
  • Monitor Parts Return Requests (PRRs) and ensure compliance with manufacturer requirements.
  • Maintain department recovery goals through timely and accurate warranty processing.
  • Identify opportunities to maximize warranty reimbursement and improve claim approval rates.

• Required
  • High School Diploma or GED.
  • Two (2) years of customer service experience.
  • Two (2) years of administrative, clerical, service‑writing, warranty administration, or related experience.
  • Strong computer and keyboarding skills.
  • Ability to effectively manage multiple priorities and deadlines.
  • Basic mechanical aptitude and understanding of equipment components.
  • Forklift certification or ability to obtain certification.
  • Valid U.S. Driver's License.
  • Ability to work overtime and weekends as needed.
  • Ability to pass a background check and drug screen.
• Preferred
  • Experience in heavy equipment, construction equipment, trucking, agricultural equipment, automotive, or related industries.
  • Experience processing warranty claims.
  • Knowledge of OEM warranty systems and procedures.
  • Parts, service, or equipment product support experience.
  • Experience with work order management systems.
  • Ability to interpret manufacturer warranty policies and procedures.

• Exceptional organizational and time management skills.
• Ability to maintain accurate work order, warranty, and customer records.
• Strong attention to detail and accuracy.
• Cust…