Warranty Clerk

General Description of Position:

Process warranty claims, parts RAs, and defective warranty parts by receiving and crediting the claims and returning defective parts to suppliers as deemed appropriate by management. Process defective parts from dealerships, contact supplier and obtain return authorization, process debits and ship parts back to the supplier. Run weekly reports and submit to designated key persons and management. Assist Shipping and Receiving and Warranty Clerk as deemed necessary by management. Cross train to learn basic processes relating to coding of incoming warranty claims from dealerships. Work is performed under general supervision where guidelines are prescribed but independent action is required.

Duties:

• Process Defective Warranty Parts (daily) per procedures in place or as directed by management. Issue credits to dealer, disposition part to appropriate account. If part is supplier issue, a red tag is attached to the part. Returned parts are received into MRB inventory and a “tag number” is issued for that part and that number is then written on the red tag and attached to the part. Part is placed on shelf for return to supplier.
• Process Parts RAs (daily) per procedures in place or as directed by management. Review part return paperwork when part is returned using ServiceLink Parts Return Form case. If part was defective upon arrival to dealer, part is tagged just like a warranty part and placed on the shelf for return to supplier. Provide credit to dealers for parts returned to MC inventory.

• Returning Defective Parts to Suppliers (daily) per procedures in place or as directed by management. Obtain return material authorization (RMA) for defective parts, prepare/package parts to be shipped back to supplier for credit, and ensure parts are placed on truck for shipment.
• Maintain Records in the Supplier Recovery Database (daily) per procedures in place or as directed by management. Add results of tested parts to SRD and claims. Summary reports are finalized at end of each week and emailed to the appropriate person.

• Run Dealer Warranty Parts Reminder Report (daily) per procedures in place or as directed by management. Use Warranty Past Due Notice module in Avante to notify dealers at specific intervals of number of days left to return requested parts before allotted time expires.

• Issuance of call tags to dealerships for claims which require parts to be returned, and issuance of credit to dealers for claims that have been approved.

• Process international claims that require photos instead of actual parts being returned, and follow-up with suppliers to determine if photos are sufficient in order to close associated debit. Work with Warranty Parts Analyst to resolve technical or Engineering issues.

• Answering Calls and Emails from Dealers (daily). Respond to dealer’s inquiries regarding claims and other parts warranty related issues.

• Correspondence with Suppliers (daily) regarding defective warranty parts. Suppliers are contacted in order to obtain return authorization for defective parts that they manufactured or when more information regarding a part is needed.

• Attend meetings, training sessions, participate in webinars, etc. as deemed necessary by management.

• Assist Shipping and Receiving with all activities as deemed necessary and appropriate by management.

• Other responsibilities as assigned by management.

Organizations/ individuals outside MasterCraft to whom there is regular contact:

MasterCraft Dealers – weekly for warranty issues.

Suppliers – daily for quality issues and return authorizations.

Freight Companies – daily for shipping purposes.

 Organizations/ individuals inside MasterCraft with whom there is regular contact:

Director of Customer Service – daily for work assignments, standard reporting, and other issues.

Warranty Parts Analyst – daily for processing of parts requiring RMA

Accounting – weekly for debits.

Education & Work Experience:

Must have a H.S. Diploma with a minimum of 3 years related experience. Must have excellent communication skills both written and verbal and be computer literate. Must attend training as required by MasterCraft to improve position-related activities. Must have knowledge of boat components and systems.

Environmental Conditions:

Job is performed in a well-lighted, well-vented, warehouse & warehouse office setting. Requires occasional bending, twisting, stooping and lifting of up to 20 pounds. Must be able to move from one work location to another. Occasional overhead reaching is necessary.

Equipment/Software used:

Computer Calculator Copier Telephone Copier

Travel:

No travel is required.