Cumberland International Trucks is seeking a Warranty Administrator at our Ocala, FL dealership to manage and process warranty claims submitted by customers, ensuring accurate claim evaluation, proper documentation, and timely communication with dealerships, customers, and the manufacturer, while adhering to International Trucks warranty policies and guidelines. This position is crucial to achieve the highest customer satisfaction by performing his / her duties in accordance with current vendor practices and our company’s policies and procedures. The Warranty Administrator is an integral and vital part of the service department in the preparation, submission and recording of Warranty Claims.
 

As one of the top family-owned truck dealers in North America, we pride ourselves on offering a fun and empowering, customer-first culture with huge growth opportunities! If you are looking to start a Career, Cumberland offers a Career Path- not just a job, in a positive and safe work environment aligning with our core values, HONOR, READINESS, VICTORY & LOYALTY.

Responsibilities:

• This position is responsible for the preparation, coding and submission of all International and vendor warranty claims in a timely manner. 
• Understands and insures compliance with all international and vendor policies and warranty procedures and insures proper documentation on all claims.
• Assists technicians and service staff in determining which components and failures are covered.
• Reconciles all warranty receivables with payments within the appropriate accounting schedule weekly.
• Posts all credits and charge backs in a timely manner.
• Follows up on payment of outstanding claims, not to exceed 60 days.
• Reviews warranty chargeback’s with service manager; resubmits rejected or underpaid claims if applicable with correct documentation.
• Follows up on parts that tested serviceable by the manufacturer with service manager.  
• Ensures that all warranty parts are clean, tagged, lube drained (if required) and capped prior to shipping requested parts.
• Keeps abreast of all warranty policy and product changes to maintain effectiveness in this role.
• Provides warranty update information to service staff and technicians as needed.
• Ensures that all warrantable repairs are documented, technicians’ comments are descriptive and precise and that the allotted time is noted prior to submission for closing.
• Tracks all warranty parts by tagging with R/0 number, date of replacement, and technician name or number.
• Boxes and ships all requested warranty parts to their designated locations.
• Scraps all warranty parts as required and keeps warranty parts retention area clean and neat and up to date for shipping and scrapping parts.
• Files and retains all warranty service records as required by the vehicle & engine manufacturers and component suppliers.
• Maintains a professional appearance and a safe, clean work environment.
• Attend all Service Staff meetings as required.
• Explain warranty coverage’s to customers if required.

Qualifications (required):

• Minimum of 3 years experience in the Medium / Heavy Duty truck, automotive industry.
• Must be able to understand, communicate, and evaluate all vendors and Int’l. Warranty guidelines, approval processes and policies.
• High degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self motivated and have good written and verbal communication skills.
• Must conduct his / her self in a professional manner.
• Must have superior problem solving skills to achieve a win-win solution.

Qualifications (desired):

• The understanding and use of Microsoft programs and applications.
• Good organizational skills
• Good working knowledge of internal service, sales and parts policies and procedures.
• The ability to communicate and work with our suppliers warranty counterparts and service representatives.
• Strive for respect and teamwork within all departments
• Have the ability to utilize ISIS when required.

Performance Goals:

Warranty Performance:

• International and Vendor claims over 60 days
• Accuracy of claim preparation and coding
• Fail to send days below national average
• Warranty Parts Return % above national average
• Warranty adjustment rate below 10%

CSP Customer Response:

• Overall satisfaction with Service Department
• Courteous treatment of service staff
• Friendliness of service staff
   

Physical Requirements:

• Frequent sitting with some walking and standing.
• Frequent bending, stooping, and kneeling to review the warranty parts.
• Frequent and proper lifting of up to 25 pounds.
• Fast-paced environment with moderate noise.
• Occasional exposure to outside weather conditions, including wet, cold, hot, and dusty environment.
• Ability to type using the computer and the ability to speak on the phone.

What We Offer Our Employees:

• Work-life Balance / 8 Paid Holidays / Paid Birthday Off / Paid Time Off (PTO) / Vacation
• Paid Training / Certification Reimbursement / Mentorship Programs / Internship Programs
• 401-K with Employer Match thru Fidelity / Yearly Company Apparel Store Allowance / $500 Employee Referrals
• Medical / Voluntary Vision & Dental / Wellness Program- earn money by walking
• Life and AD&D Benefits & supplemental Life / Short-Term Disability / Voluntary Long-Term Disability / Access to Teladoc – 24/7/365 digital access to doctors

The Journey Starts Here:

Reap the benefits of a growing economy and growing company. We were proudly named 2017 and 2018 Dealer of the Year by Navistar and 2020 and 2022 Top Company for Women to Work For in Transportation by Women In Trucking Association. If you are looking to start a career with one of the #1 truck dealers in North America, apply to join our team today!
 

This is not necessarily a list of all of the duties, responsibilities and requirements associated with this position. While the accountabilities noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties as circumstances change.