When a car under warranty is repaired, someone has to file the claim with the manufacturer or the after-market provider and make sure the dealership gets paid. That is the warranty administrator. It is a detail-oriented office job, and often one you can start without years of experience.
At a glance
| Role | Files manufacturer and after-market warranty claims and collects the payments |
|---|---|
| Education | Often only a high school diploma |
| Experience | Ranges from little or none to prior dealership work, depending on the employer |
| Training | Some dealerships ask for a certification or vocational training in a related field |
What the job involves
The core of the job is reviewing and processing warranty claims. Warranties can be complicated, so the administrator tracks the service work behind each claim and gets replacement parts in so repairs are done correctly and on time. Keeping up with factory recalls and bulletins is part of it too.
Claims
- Filing claims on time according to each distributor's rules, and handling corrections and charge-backs
- Following up with factory distributors on unpaid claims
- Keeping records of filed, paid and open claims and posting the credits received
- Helping the body shop with warranty claims when needed
- Answering calls about the claims process and doing other office work
Repair orders
- Checking that warranty repair orders are accurate, legible and complete under the right policies and manuals
- Reworking rejected, incomplete or returned claims for resubmission
- Learning labor operation codes, failure codes and the other data a repair order needs
Knowledge and connections
- Knowing each factory's and distributor's criteria for submitting claims and tracking parts
- Building relationships with the manufacturer's warranty representatives and after-market contacts
- Working flexibly with other departments in a busy dealership
- Keeping customer satisfaction index (CSI) scores at or above company standards and preparing accurate CSI documents
Skills that matter
- Excellent customer service
- Time management across claims, repairs and other dealership work
- Strong writing and communication for tracking claims, writing reports, talking with customers and keeping service records accurate
- Organization and attention to detail
How to get there
- Finish high school. A diploma plus customer service skills is often enough to get started.
- Check what local dealerships ask for. Some hire with little or no experience; others want a certification or vocational training and prior work in a dealership or similar setting.
- Build hands-on experience. Processing warranties, keeping records and handling customer questions and complaints is the best preparation.
- Give it time. Becoming a strong warranty administrator can take a few years of practice.
Is it right for you?
This job suits someone who likes order, enjoys getting the details right and does not mind chasing a claim until it is paid. It is also a good way into the dealership world for people who prefer the office to the sales floor.
Looking for a job in the car business?
See the open positions at Kendall FL Auto, including service and office roles, and apply online.