Warranty Administrator

General Description of Position:

The Warranty Administrator serves in a dual-role position, balancing front office administration with warranty processing and support. This position is the first point of contact for visitors, dealers, and employees while also managing warranty claims, RMAs, supplier communication, and warranty reporting. Success in this role requires exceptional organization, the ability to prioritize competing responsibilities, and strong communication skills while seamlessly transitioning between customer-facing administrative duties and detailed warranty administration.

Essential Job Functions:

Front Office & Administrative Responsibilities

•    Serve as the first point of contact for visitors, dealers, vendors, and employees, creating a professional and welcoming experience.

•    Answer and direct incoming phone calls and ensure voicemails are returned promptly.

•    Maintain office supply inventory, stocking, and ordering.

•    Update employee communication boards and presentations.

•    Coordinate employee recognition programs, birthdays, anniversaries, bereavement acknowledgements, and company events.

•    Manage plaques, certificates, gift cards, and other employee recognition items.

•    Provide general administrative support as needed.

Warranty Administration Responsibilities

•    Review, process, and validate dealer warranty claims within the dealer management system.

•    Collaborate with Customer Service Representatives (CSRs) to ensure claims contain complete and accurate documentation.

•    Verify required pre-authorizations prior to claim approval.

•    Process dealer RMAs and coordinate with internal departments to determine failure causes.

•    Communicate with suppliers regarding defective parts and supplier RMAs.

•    Track warranty claims, RMAs, supplier reimbursements, and prepare monthly warranty reporting.

•    Respond to dealer and internal inquiries regarding warranty claims, policies, and procedures.

•    Other duties as assigned.

Education & Work Experience:

Two to five years of related experience in a manufacturing environment, preferably in the marine industry, or an equivalent combination of education and experience. Must have excellent written and verbal communication skills and be proficient in the use of computers and standard business software applications. Knowledge of boat components and systems is required. Experience with ERP systems, preferably Epicor, and report generation is desired. Proficiency in Microsoft Office applications, particularly Excel, is required. Strong organizational skills, attention to detail, and the ability to manage multiple priorities are essential.

Environmental Conditions and Physical Demands:

Works primarily in an office environment with controlled temperature, humidity, and noise levels. Occasional exposure to manufacturing, warehouse, or service areas may occur when supporting warranty investigations, reviewing returned parts, or coordinating operational activities; temperature and noise levels in these areas may vary. Effective near vision and the ability to work at a computer for extended periods are required. Frequent talking, hearing, sitting, and use of telephones, computers, and other office equipment are required. Occasional standing, walking, bending, stooping, reaching, and lifting or carrying office supplies, packages, or warranty return items may be required. Compliance with company quality standards, policies, and safety rules and regulations is mandatory.

Travel:

Occasional travel may be required.