As the Warranty Administrator, you will report to the Service Manager and work closely with our authorized service providers to maintain a positive relationship. This role requires you to identify where repair services are required to recruit and retain providers as part of our service network. The role will also support the claims Coordinator by reviewing Repair claims submitted for approval. We are seeking an individual that can demonstrate strong organizational and communication skills with a keen eye for detail, eager to enhance our brand, service level, and culture.
Primary Responsibilities Include :
Service Depot Recruitment and Retention :
- Identify areas within Canada and United states that require warranty repair coverage
- Search for reputable appliance repair companies and recruit them as part of our service network
- Maintain a positive relationship with existing service providers
- Send out Surveys and report on response results / providing suggestions for improvements based on feedback
- Answering Questions and requests from service providers via phone and email
- Creating content on email blast for service network and collaborating with marketing team
Agreement Creation / renewals :
Creating agreement contracts for service providersNegotiate warranty repair rates based on location standardsEnsure account information and documentations are obtained and up to dateParts & Service Account Creation :
Set up Parts account and service account for service providersEnsure Servicers are updated in our websiteUpdate account information upon requests from service providersScreening Assurance :
Ensure Service provides are compliant on their Screening checks by pulling compliance reportDetermining if a service provider should be removed from Service Network if screening has expired or failedAuthorization & Overage Charge Approvals :
Providing authorization approvals on warranty repairs based on case information, warranty coverage and appliance complaintReviewing requests for overage charges on mileage, major repairs, additional fees, etc...Investigate complaints, escalations & discrepancies :
Investigate complaints from consumers or Service providers related to Warranty repairsReach out to service providers when a disagreement or issue related to warranty repair ariseInvestigate part invoice and claim discrepanciesClaim review and approvals (Back up to claim Coordinator) :
Review warranty repair claims submitted for payment. Ensure all required information has been properly submittedApprove or reject warranty repair claims based on warranty coverage within a timely and efficient mannerRequest additional information from service provider when requiredFeedback and suggestions for improvement :
Report directly to the Service Manager on Trending issue or feedback from service providersProvide suggestions on process or documentation improvementsCollaboration between other departments :
Collaboration between other departments to ensure a satisfactory experience for our service providers and consumersConsumer Service Team, Finance, Parts, Sales, Quality, etc...Qualifications :
3+ years' experience in warranty administrator role or related fieldA diploma or degree in related field is an assetBilingual in French (written and verbal) RequiredExperience with a CRM platform (Danby is using NetSuite and ServiceBench)Knowledge of home appliances and / or appliance repair is preferredA highly collaborative attitude focused on providing the best support and serviceCreative thinker with a strong attention to detailStrong organizational skillsStrong communication and written skillsNegotiation skillsTime managementProficiency in Microsoft Office productsEnthusiasm for continuous learning & improvementThis is a hybrid role, offering flexibility with a combination of remote and in-office work. You will be required to be in the office at 5070 Whitelaw Road, Guelph, on Tuesdays, Thursdays, and Fridays, while having the option to work from home on other days.
