Technical Service Warranty Representative

Technical Service Warranty Representative

Hendrickson is a supplier of truck suspension systems and components as well as an aftermarket supplier for various truck components to the heavy‑duty vehicle market. Hendrickson has a fantastic opportunity for a Technical Service Warranty Representative in our facility just north of Fort Wayne, IN, located in Kendallville, Indiana.

Lead the administration, reporting and interpretation of warranty claim data. Interface directly with OEM customers to review & resolve any warranty claims or trends. Support warranty, vendor recovery, and service programs to enhance our products in the field.

• Process warranty claims in a timely manner (30 days from receipt). Ensure timely payment of warranty claims to OEMs. Provide warranty coverage support to external (and internal) customers via various communications.
• Maintain a database warranty program to track, update, and gather detailed information regarding accuracy for our product performance, with special emphasis on the Hendrickson Truck product line. Prepare reports to track product performance with regards to volume and budget.
• Analyze warranty data and identify, document, and communicate warranty trends and provide information to appropriate departments. Facilitate coordination of communications among various departments such as Engineering, Purchasing, Production, and Sales to resolve warrantable issues and to facilitate continuous improvement of product quality and reduce warranty expense.
• Conduct failure analysis on returned warranty parts to validate warrantable claims. Provide suppliers with failed components and initiate failure analysis dialog with suppliers to facilitate vendor recovery.
• Build customer relations with OEM warranty personnel including periodic warranty reviews, phone contact and trips to OEMs to further establish and maintain communication in the warranty department.
• Facilitate the 8D process with respect to product failures occurring in the warranty time frame as necessary to resolve product problems.
• Travel and investigate claims as needed to diagnose and resolve warranty related issues by providing product support via appropriate cross‑functional departments to incorporate corrections into production.

• Bachelor’s degree preferred, associate’s degree or equivalent experience required.
• Excellent oral and written communication skills. Background in verbal and a heavy emphasis on written communication with customers and sales personnel.
• Experience in warranty programs and vendor recovery.
• Experience in failure analysis.
• Experience in Excel and Statistics.
• Experience in training of customers and company personnel concerning warranty and vendor recovery.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.

We offer a full complement of benefits that include medical, dental, and vision insurance; life, travel, and disability insurance; a flexible spending account; retirement plan; paid holidays and vacation. We also offer financial assistance programs if you decide to adopt a child or want to pursue further education. We have a comprehensive wellness program and an Employee Assistance Program, that supports individuals in the proactive management of their overall health and wellness.

Entry level

Full‑time

Other

Truck Transportation