Description

Warranty Service Writer – Job Description - VA,, DE, NC Region

Description

Join our growing and successful team and grow your career at Curtis Lane! We need your dedication to customer satisfaction and expertise in collaboration skills to complete our team! When you join Curtis Lane Equipment, you’ll receive competitive pay, medical, dental, 401k company match, weekends off, paid holidays, paid time off and more!

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JOB SUMMARY:

The Warranty Service Writer plays a critical role in supporting the Service Department’s profitability by accurately processing warranty claims, coordinating with OEMs, and ensuring timely and complete documentation of repairs under warranty coverage.

This role serves as the liaison between customers, technicians, and manufacturers, ensuring claims are filed efficiently and accurately, and that customers receive outstanding service in line with our company values of Honesty, People, and Growth.

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CORE RESPONSIBILITIES:

Accurately prepare, document, and submit manufacturer and extended warranty claims in accordance with OEM policies and procedures
Track and follow up on all open warranty claims to ensure timely reimbursement and resolution
Review repair orders and technician notes to verify and validate information required for warranty submission
Collaborate with service technicians to gather proper documentation, photos, diagnostics, and narratives
Maintain updated knowledge of manufacturer and vendor warranty policies and requirements
Communicate with OEM representatives regarding claim denials, resubmissions, and audit requests
Coordinate with customers regarding warranty coverage, claim status, and repair timelines
Ensure warranty repairs are properly scheduled, documented, and completed in compliance with both OEM and internal standards
Maintain detailed and organized electronic records of all warranty claims and communications
Provide warranty-related support and training to internal service staff as needed
Monitor and report on warranty claim metrics, including reimbursement turnaround times and denial rates
Ensure a clean and organized work environment and contribute to team collaboration across departments
Utilize dealer management systems and OEM portals with high proficiency and attention to detail

Requirements

REQUIREMENTS/QUALIFICATIONS:

Minimum of 1 year of experience in service or maintenance; warranty claim experience strongly preferred
Excellent communication skills—verbal, written, and interpersonal
Strong organizational skills and attention to detail, especially in documentation and data entry
High comfort level with manufacturer systems, technical documentation, and online claim portals
Ability to prioritize tasks, follow instructions, and meet deadlines in a fast-paced environment
Confidence in advising customers about their warranty options and responsibilities
Ability to handle ambiguity and resolve conflicts in warranty claim situations
Demonstrated ability to work collaboratively across teams and departments
Strong problem-solving and decision-making skills

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PHYSICAL/SENSORY NEEDS:

May lift, carry, push, or pull up to 50 lbs frequently, using assistance as needed. Requires walking, climbing stairs/ladders, bending, crouching, crawling, pushing, pulling, lifting, carrying, and adhering to required safety measures. Must be able to operate standard business and industry equipment (keyboards, monitors, tools, machinery, phones, etc.). Position may require standing for extended periods indoors and occasional work outdoors in varying weather conditions.