Automotive Transmission Warranty Administrator

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Investigates customer inquiries about merchandise or warranties by performing the following duties

• Provide technical Automotive Transmission service to customers, dealers, and field technicians for the products and services sold by ATK North America
• Primarily diagnose, troubleshoot, recommend field repairs regarding “internal transmission” failures and write/release warranty replacement invoices
• Explain technical diagnoses and needed repairs
• Work with Customers to help diagnose problems and offer assistance with certain repairs
• Under minimal supervision, provide technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.
• Notifies customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty claims, payment of a claim, credit of customer’s account, or adjustment of customer’s bills
• Recommends to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature
• Be familiar with ATK internal Policies, values, and ATK Quality Policy
• Be aware of his/her process/sub process and know related procedures
• Provide quality customer service according to product support procedure (P0583001)
• Maintain performance indicators in acceptable levels
• Answer all calls promptly and courteously
• Assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have
• Contact customers as a follow up to ensure customer satisfaction, as required
• Keys information into computer to obtain computerized records
• Maintain a safe and clean work environment (5S Program)
• Be familiar with ATK’s Code of Safe Work Practices.

Minimum Requirements

Education &Experience

• 1+ years of experience.
• Prior automotive industry experience (Could be in a parts store, salvage yard, repair shop, body shop or even as a car buff) and knowledge of QA/QC, ISO/QS/TS systems.

Preferred Requirements

• High School Diploma/GED.
• Prior experience cataloging products in the ACA ACES and PIES environment.

Knowledge/Skills/Abilities

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
• Frequent use of Outlook, Word, Excel, graphics, etc. Ability to create, maintain and incorporate functions into Word documents, Excel spreadsheets, databases, and Powerpoint presentations to support business objectives.
• Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.
• Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.
• Decisions generally affect own job or assigned functional area.
• Results are defined; sets personal own goals and determines how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction.
• Handle multiple tasks or projects simultaneously with moderate complexity.

Essential Physical Demands/Work Environment

• Work is primarily sedentary: must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently.
• Travel may be required periodically, including overnight stays (contingent on position requirements).
• Must be able to lift up to 25 pounds.

Benefits:

• Health/Dental/Vision Insurance
• Paid Time Off
• 401k with Generous Company Match
• Company Paid Life Insurance and Long-Term Disability
• Short-Term Disability
• Employee Assistance Program
• Tuition Reimbursement
• Employee Discounts

Join us for an exciting career journey with positive, driven individuals.