Warranty Administration Team Lead - Elkhart

Who We Are:

Truma is a medium-sized, family-oriented company with over 600 employees globally and a long history going back more than 75 years.

From our products to our people, we strive to be "Simply Better" in everything we do. If you're a motivated, results-oriented individual who wants to make a real difference in your community and role, then join team Truma today!

What We Offer:

• Competitive salaries and flexible work schedules to elevate your job satisfaction and productivity
• Company paid training and professional development allows you to grow your skill set and advance your career
• Modern, open-concept workspaces that encourage open communication and collaboration across the organization
• Excellent 401(k) retirement plan with up to 4% match, allows you to plan and save for your future
• Paid time off (PTO) and paid holidays available immediately to give you the work/life balance that you’ve been searching for
• Premium benefits including, health, dental, vision, company paid life insurance, voluntary life insurance, short-term & long-term disability are available immediately
• Tax-free Health Reimbursement Arrangement (HRA) reimburses you for qualified medical expenses
• Employee Assistance Program (EAP) offers 24/7 phone consultation with licensed health professionals and referrals to supportive resources
• Gym membership reimbursement of up to $30/month, will give you the incentive to reach your health goals
• Exciting and fun-filled team-building events that promote employee engagement and teamwork
• And much more to the best talent across North America!

What You’ll Do:

As the Warranty Administration Team Lead, you will be responsible for creating, tracking, and managing warranty claims, as well as responding to inquiries from OEM, dealer, and end user customers. You will record and document warranty data, analyze trends, and identify areas to improve and develop to ensure delivery of best-in-class customer experiences.

Your Accountabilities in the Role:

• Manage claims inbox and process OEM & dealer warranty service requests
• Review cases, approve hours, and order replacement parts
• Process all invoices (OEM, dealerships, end users) to SAP
• Create return merchandise authorizations (RMAs)
• Create order rec cases for the sales/OEM team
• Manage return list from Service Technicians in SAP
• Create debits for non-return warranty orders that have been aged past 60 days
• Support Accounting and Service team with claims question
• Create sales return for “no fault found” OEM items to return product to OEM
• Identify and assess warranty risks, analyzing data for trends and root causes
• Support service team with inbox and phone support as needed
• Assist team with cleaning up cases, collecting and recording missing information
• Other job duties as assigned by department manager

The job criteria may include other duties, responsibilities, and activities, which may change or be assigned at any time with or without notice.

Position Requirements:

• Education: A bachelor’s degree in business administration or related field, or equivalent higher level course work and experience in customer service and warranty administration required
• Experience: 4+ years of experience in customer service / warranty administration
• Certifications: N/A
• Functional Skills: Strong problem resolution skills, with a technical/mechanical aptitude to support customers with Truma products. Strong attention to detail with the ability to proactively investigate and address customer needs. Knowledge of warranty regulations, processes, and procedures.
• Technology Skills: Advanced knowledge of Microsoft Office is required. SAP and Salesforce experience a plus.
• Language Skills: Excellent written and verbal communication to effectively communicate with a variety of customers
• Leadership/Behaviors: Strong customer focus and a sense of urgency is required; ability to build relationships, collaborate on best practices, and provide ongoing support to customers and team members is also important.
• Culture Match: Customer-service oriented, ambitious to meet/exceed performance goals, flexible/adaptable, high integrity, respectful, and collaborative

Core Values that Apply to All Positions:

• Courage
• Connectedness
• Adaptability

We are an Equal Opportunity Employer