Warranty Administrator

Title: Warranty Administrator

Reports to: Branch Administrator-Des Moines Branch

Status: Non-Exempt

Date: updated April, 2025

Position Summary:

The Warranty Administrator is responsible for overseeing the entire warranty claims process from initiation to resolution, ensuring customer satisfaction throughout. This role includes the management of tool repairs for customers, ensuring the timely and accurate processing of claims, and maintaining a high level of communication and coordination with suppliers and internal teams.

Roles and Responsibilities:

· Builds and maintains strong working relationships with suppliers to ensure seamless processing of warranty claims and tool repairs.

· Accurately manages and processes warranty claims across seven branch locations, including Clear Lake, Des Moines, Joplin, Kansas City, Omaha, Sioux City and Springfield.

· Conducts thorough investigations of claim details to ensure the highest level of service and resolution for customer issues.

· Organizes and files all documentation related to warranty claims, tool repairs, invoices and credits, ensuring accurate and up-to-date records.

· Manages the distribution of invoices and credits, including mailing to customers who do not receive electronic copies.

· Processes credit card transactions efficiently and securely when required.

· Communicates denied warranty claims to the Territory Manager and provides detailed reasoning for the denial.

· Oversees and processed product recalls in coordination with suppliers, ensuring prompt action and clear communication with affected customers.

· Collaborates with the sales team to maintain accurate will-call invoices and ensures proper follow-up.

· Adheres strictly to established safety protocols and best practices while performing job duties, ensuring a safe work environment.

· Performs additional tasks as assigned to support the warranty claims and tool repair processes.

Qualifications and Preferred Skills:

· Exceptional verbal and written communications skills, with a customer-first approach, capable of resolving issues and providing clear guidance.

· Demonstrated ability to build and nurture long-term customer relationships with a focus on customer satisfaction.

· Strong analytical skills to assess and resolve warranty claims effectively.

· Battery safety and forklift certifications preferred.

· Familiarity with inventory management and tracking systems, such as Infor and TWL, as well as knowledge of shipping processes.

· High attention to detail with excellent time management and organizational capabilities.

Education and Experience:

· High School Diploma or GED

· Experience in warranty claims, customer service or related field preferred

Physical Requirements:

· Ability to walk, stand, climb and engage in physical activities regularly.

· Frequent heavy lifting, carrying, bending, kneeling, stooping and reaching.

· Willingness to work in varied environments, including indoor and outdoor settings.

· Must be comfortable working around machinery with moving parts and on ladders, pickers and forklifts.

· Occasional operation of machinery and vehicles.

Midwest Wheel Companies is an equal opportunity employer. We are committed to an inclusive and diverse workplace and do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other legally protected status. We believe that diversity and inclusion among our employees are critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Job Type: Full-time

Expected hours: 40 per week

Work Location: In person