Service & Warranty Specialist (51784)

At Van Keppel, we're proud to be a trusted partner to customers across the Midwest, providing industry-leading equipment, parts, service, and support. As we celebrate 100 years in business, we remain focused on the principles that have driven our success from the beginning: the perseverance and dedication of our employees, industry expertise, operational excellence, and an enduring commitment to customer success.

When you join Van Keppel, you'll become part of a team that values collaboration, integrity, accountability, and respect. Our culture is built on teamwork and mutual support, where people are willing to step up, help one another, and work together to solve challenges. We invest in employee development through manufacturer training programs, certification opportunities, safety training, and ongoing professional development designed to expand technical knowledge and support long-term career success.

BENEFITS

• Medical, dental, vision, and prescription coverage
• Health Savings Account (HSA) options
• 401(k) with company match
• Company-paid life and AD&D insurance
• Supplemental insurance options
• Paid time off and company-paid holidays
• Employee referral bonus program
• Company-provided uniforms
• Annual steel-toe boot and prescription safety eyewear reimbursement (eligible positions)
• Cold-Weather PPE and Winter Gear Assistance (Eligible Positions)
• Company-supported tool insurance program for eligible service employees
• Manufacturer training, certification, and professional development opportunities

Employment will be contingent upon successful completion of a background check and drug screening.

JOB SUMMARY

The Service & Warranty Specialist is a cross-functional administrative and customer support role responsible for coordinating service documentation, technician workflow, customer communication, and warranty recovery activities. This position serves as a key link between customers and service technicians, manufacturers, parts personnel, and management to ensure accurate work order processing, timely warranty claim submission, and exceptional customer service.

As a Service & Warranty Specialist, you will manage service work orders from initiation through completion, verify warranty coverage, prepare and submit manufacturer claims, support parts procurement activities, and assist with technician scheduling and documentation. This role plays a critical part in supporting service department efficiency, customer satisfaction, and manufacturer warranty recovery.

ESSENTIAL DUTIES & RESPONSIBILITIES

Service Administration & Customer Support (Applies to all aspects of the role)

• Maintain accurate service and warranty records in company systems.
• Review completed work orders for accuracy, completeness, and warranty claim readiness.
• Communicate professionally with customers, technicians, manufacturers, and internal departments.
• Ensure work orders, warranty documents, claims, and supporting records are complete and accurate.
• Prioritize workload to meet customer expectations and departmental goals.
• Support continuous improvement initiatives within the service department.
• Follow all company safety policies and procedures.
• Maintain a clean and organized work environment.
• Perform other duties as assigned.

Service Coordination

• Create, review, and complete work order invoices, including narratives and applicable charges.
• Communicate repair recommendations, equipment status, and completed service work to customers.
• Review, clarify, proofread, and finalize technician repair narratives.
• Monitor technician time and labor reporting for accuracy and completeness.
• Research and source parts required for service work and confirm availability.
• Order and receive service-related parts as needed.
• Coordinate with manufacturers to obtain technical information and support for service technicians.
• Assist in maintaining service department inventory and consumable stock levels.
• Support rental, sales, and parts departments by providing equipment and service information as needed.
• Operate a forklift when necessary to retrieve or transport parts and materials.

Warranty Administration

• Review work orders and determine warranty eligibility and coverage.
• Prepare and submit warranty claims to manufacturers in accordance with OEM requirements.
• Compile required warranty documentation, including photographs, service records, labor documentation, and supporting forms.
• Monitor open warranty claims and follow up on pending submissions, approvals, and settlements.
• Resolve warranty discrepancies, claim rejections, and parts return requirements.
• Coordinate with manufacturers regarding warranty policies, claim status, and recovery opportunities.
• Monitor Parts Return Requests (PRRs) and ensure compliance with manufacturer requirements.
• Maintain department recovery goals through timely and accurate warranty processing.
• Identify opportunities to maximize warranty reimbursement and improve claim approval rates.