Service Warranty Manager

DUTIES & RESPONSIBILITIES

Warranty Administration & Compliance

• Oversee the complete lifecycle of warranty claims for service repairs and parts, including validation, submission, follow‑up, and reconciliation.
• Ensure all claims meet warranty guidelines, labor time standards, and documentation requirements.
• Maintain expert knowledge of warranty policies, service bulletins, recall procedures, and aftermarket program updates.
• Audit repair orders, parts invoices, and technician storylines for accuracy and compliance.
• Manage warranty parts retention, tagging, storage, and return processes in accordance with requirements.
• Prepare for and support warranty audits, including documentation retrieval, corrective action plans, and compliance reporting.
• Monitor and resolve rejected, unpaid, or disputed claims to minimize financial loss.

Service Operations Support

• Collaborate with service operations teams to ensure proper documentation for warranty‑eligible components.
• Train parts counter staff, service advisors, and technicians on warranty procedures, documentation standards, and OEM updates.
• Assist in managing core returns, supplier claims, and aftermarket program reimbursements.
• Identify recurring parts failures or product issues and communicate findings to internal leadership.

• Communicate warranty coverage decisions, limitations, and processes to customers in a professional and transparent manner.
• Support customer satisfaction by ensuring timely and accurate handling of warranty inquiries and claims.

Financial & Reporting Responsibilities

• Monitor warranty receivables, outstanding claims, and reimbursement timelines.
• Prepare monthly and quarterly reports on claim volume, acceptance rates, denial reasons, and financial recovery.
• Analyze warranty and aftermarket data to identify trends, training needs, and operational improvement opportunities.
• Support budgeting and forecasting related to warranty revenue and performance.

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate) Required
• Associate degree in Business, Management, or a related field; bachelor’s degree preferred
• Valid drivers’ license with clean driving record.

KNOWLEDGE & EXPERIENCE

Professional Experience

• High school diploma or equivalent; associate or bachelor’s degree in business, automotive technology, or related field preferred.
• 3–5 years of experience in heavy‑duty truck service, aftermarket parts operations, or warranty administration.
• Strong understanding of warranty policies for brands such as Freightliner, Volvo, Kenworth, Peterbilt, International, Mack, or similar.
• Ability to interpret technical repair documentation, diagnostic reports, and parts failure analysis.
• Strong written and verbal communication skills.
• High attention to detail, accuracy, and organizational discipline.

Technology Experience

• Intermediate level knowledge of MS Excel, MS Word, MS PowerPoint
• Experience with CRM utilization; preferred
• Experience with PowerBi utilization; preferred

SKILLS & ABILITIES

• Highly Motivated:  Self-driven, overcomes objections to find a solution, will to win, persistent, and goal-oriented with a sense of urgency.
• Customer Focused:  Highly focused on the customer experience across the entire organization end to end. A problem-solver who follows through on commitments.
• Leadership:  The ability to build and maintain a strong and collaborative team all working towards a common goal.  Regularly sets challenging individual and team objectives and sets an example of high performance with integrity. Collects and shares best practices across the team, and across FleetPride.
• Communicating: Conveying information to others effectively to add clarity and provide focus.
• Judgment & Decisiveness:  The ability to make quick and effective decisions with the information at hand while considering the relative costs and benefits of potential actions.
• Time Management: Organized with a structured approach, excellent time management skills and the ability to balance competing priorities.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Demonstrates a strong math aptitude with attention to detail.
• Performance Management:  Monitoring/Assessing performance of yourself and others to make improvements or take corrective action.
• Expertise Oriented: Willing to learn, proactively seeks out information about customers, products, market, industry products, etc., shares knowledge with others.         

WORKING CONDITIONS

The work environment for this position is dynamic and varied, involving both branch/warehouse and office settings.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting and Carrying: The area manager may need to lift and carry items such as product samples, catalogs, presentation materials, and equipment, typically weighing up to 30 pounds. Occasional lifting of heavier items may be required during branch visits or trade shows.
• Travel: The role involves regular travel to branch locations, industry events, and customer sites. This includes driving or flying, which may require handling luggage and navigating various environments. Travel may constitute up to 80% of the role.
• Visual and Auditory Requirements: The ability to read and interpret documents, use a computer, and communicate effectively in person, over the phone, and via email is essential. This includes the capacity to listen attentively, respond clearly, and make presentations.
• Mobility: The area manager should be able to move around various settings, including offices, branch locations, warehouses, and customer sites. This may involve walking on uneven surfaces, climbing stairs, bending, reaching, and stooping.
• Exposure to Industrial Environments: Visits to branch locations and customer sites may expose the area manager to industrial environments, which may include noise, dust, and other conditions typical of manufacturing and warehouse facilities. Appropriate safety measures, such as wearing personal protective equipment (PPE), may be required.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.