Service & Warranty Department Coordinator

ACTIA Corporation has been manufacturing quality vehicle electronics and diagnostic equipment for growing markets such as Off-Highway, Bus & Coach, Truck & Fleet, Marine and Specialty Vehicles for over 30 years. ACTIA Group is an international group based in Toulouse, France.

We are currently looking for a Service & Warranty Department Coordinator to join our team in Elkhart, IN. The Service & Warranty Department Coordinator is highly organized and detail oriented. This position oversees and supports the daily operations of our service and warranty functions. This role is pivotal in ensuring the smooth processing of warranty claims, coordinating service activities, maintaining accurate records, and providing exceptional support to customers, technicians, and internal teams.

Job Specific Competencies:

Warranty Administration

1. Process and track warranty claims with accuracy and on time restraints.
2. Review documentation and validate claims against warranty policies and coverage.
3. Liaise between ACTIA, customers, vendors, and customers regarding claim status and resolutions.
4. Maintain warranty records and ensure compliance with all warranty terms and policies.

Service Coordination

1. Coordinate shipping with shipping department and customer.
2. Monitor service orders, work logs, and repair documentation for accuracy and completeness.
3. Act as point of contact between customers, service technicians, and management.
4. Follow up with customers post-service to ensure satisfaction and gather feedback.

Legal Compliance, Reporting and Documentation

1. Generate reports on service efficiency and open claims.
2. Maintain organized digital and physical records of service and warranty transactions.
3. Assist in analyzing data to identify recurring issues and/or opportunities for improvement.
4. Ensure legal compliance with state, federal, and OSHA requirements.
5. Ensure ISO procedures are followed.
6. Maintain compliance with all company policies and procedures.

Customer Support

1. Respond to inquiries regarding warranty coverage, claim status, and service scheduling.
2. Provide professional and timely communication to resolve customer concerns or escalate when necessary.
3. Support the onboarding of new products or programs related to service and warranty.

Working Conditions

• Movement - This position needs to occasionally move about inside the office and on the production floor. Frequently required to reach with hands and arms. Occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and stoop, kneel, crouch, or crawl
• Operate/Use - Must be able to operate a computer and other office productivity machinery (i.e. copier, printer, calculator)
• Ascend/Descend - Rarely ascends/descends stairs to reach archived files
• Communicate - This position frequently communicates with co-workers, managers and supervisors. Must be able to exchange accurate information in these situations.
• Transport - This position frequently lifts or moves 25 pounds, occasionally moves up to 50 pounds for various needs.
• Work Environment - Relatively quiet but fast paced.
• Travel - Rarely may need to travel to customers and vendors, with very minimal overnight stays, may be required.