Mechanical Support Warranty Representative

Req ID: 407322 

Basis Purpose : Mechanical Support Warranty Representative provides exceptional customer service for the OEM warranty claim process. The Mechanical support dispatch is responsible for filing the OEM warranty claims as they come in through shop connect. Also staying in contact with our OEM Representative on the process with filling each claim and as well as fleet charge process.

MAJOR RESPONSIBILITIES:

• Provides the highest quality customer service and exceeds expectations of internal and external customers by handling all questions, with billing and inquiries of the filling the OEM warranty claims, With the highest degree of courtesy and professionalism.
• Utilize proprietary and non-proprietary software systems to track, log, and file each claim and to follow up with the Mechanic Support Coordinators insuring each invoice is billed correctly before filing the warranty claim.
• Creatively solves Truck Care shop issues and provides resolutions to the Truck Care Shops with OEM billing and Fleet Charge issues. Escalates issues as needed to the appropriate individuals or departments.
• Detailed documentation of OEM Warranty and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
• Follow-up of Truck Care cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
• Generates reporting daily, weekly, monthly, and quarterly regarding OEM Warranty and Fleet Charger performance metrics, resolution status, and historical trends.
• Performs project functions for the team such as invoicing, warranty entry, support functions, reporting, etc.
• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
• Experience:
  • 2-3 years Warranty experience and data entry plus. 

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM
  • Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
  • Previous experience with tire care or roadside service is a plus
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision
  • Shift includes weekends and may include evenings or nights as needed

Job Function(s): Truck Tire Care 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

• Gemini Motor Transport, one of the industry’s safest trucking fleets
• Speedco, the light mechanical and trucking service specialists
• Musket, a rapidly growing, Houston-based commodities supplier and trader
• Trillium, a Houston-based alternative fuels expert