PURPOSE AND SCOPE:

Reporting to the Warranty Services Manager, the Warranty coordinator processes warranty claims and assists customers through the entire claims process. Your responsibilities include collecting data from technicians, communicating with the customer, processing warranty claims, tracking parts, and assessing warranty coverage limits. You review warranty submissions, accept or reject claims, collaborate with vendors, and address any issues and settle disputes relating to the warranty contract. You also make suggestions to provide customer satisfaction and enhance customer experience.

RESPONSIBILITIES:

The following are the main job responsibilities and priorities for this position:

• Review and adjudicate all warranty claims received via MacDon’s online warranty system to ensure that all are properly documented and verifying that all criteria required by MacDon Warranty has been provided.
• Enter any paper warranty claims received into MacDon’s warranty system ensuring that all are properly documented and verifying that all criteria required by MacDon Warranty has been provided.
• When additional information is required to adjudicate claims, the Warranty Coordinator must be able to clearly and professionally communicate with both internal and external personnel to obtain the required information they need to effectively process a claim.
• Based on MacDon’s Warranty Policies, the coordinator will adjudicate and approve warranty claims using their own technical experience along with relevant MacDon publications to ensure correct labour and components are being claimed. This person will be able to adjust claim amounts if required using their technical expertise.
• Maintaining Product Update files within MacDon’s warranty system. By creating the program within MacDon’s warranty system and inputting updates in real time.
• Attend meetings both in person and virtual on a weekly basis will internal departments.
• Assist in maintaining an accurate dealer and equipment database including dealer labour rates, warranty start and end dates and any other items that may come to your attention. Reporting any error to the appropriate resource to have the database corrected.
• Generate warranty reports using MacDon’s reporting tool, Cognos, as well as creating new reporting as required.
• Assist in maintaining the Warranty process documents as changes occur. As well provide process improvement suggestions.
• The Warranty Coordinator should also keep abreast of all company announcements.
• Must maintain their knowledge of MacDon’s warranty policies and how it affects the dealer network.
• Other duties as assigned by the Warranty Services Manager.

QUALIFICATIONS

Education and Experience

• High school diploma or equivalent qualification.
• Strong Mechanical / technical background
• 3 years experience in a warranty environment.

Skills and Knowledge

• Knowledge of Hydraulic, Mechanical, and Electrical systems.
• Strong Customer Service skills with excellent written and verbal communication skills.
• Substantial proficiency with Microsoft Windows and Internet Explorer as well with the Microsoft Office suite of applications. Especially Excel, Word, PowerPoint and Outlook.
• The use of JDE MR system would be an asset.
• Farm background and understanding of agriculture equipment is an asset.