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
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Medical, dental, vision, and prescription coverage
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Health Savings Account (HSA) options
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401(k) with company match
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Company-paid life and AD&D insurance
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Supplemental insurance options
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Paid time off and company-paid holidays
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Employee referral bonus program
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Company-provided uniforms
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Annual steel-toe boot and prescription safety eyewear reimbursement (eligible positions)
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Cold-Weather PPE and Winter Gear Assistance (Eligible Positions)
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Company-supported tool insurance program for eligible service employees
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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)
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Maintain accurate service and warranty records in company systems.
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Review completed work orders for accuracy, completeness, and warranty claim readiness.
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Communicate professionally with customers, technicians, manufacturers, and internal departments.
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Ensure work orders, warranty documents, claims, and supporting records are complete and accurate.
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Prioritize workload to meet customer expectations and departmental goals.
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Support continuous improvement initiatives within the service department.
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Follow all company safety policies and procedures.
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Maintain a clean and organized work environment.
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Perform other duties as assigned.
Service Coordination
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Create, review, and complete work order invoices, including narratives and applicable charges.
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Communicate repair recommendations, equipment status, and completed service work to customers.
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Review, clarify, proofread, and finalize technician repair narratives.
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Monitor technician time and labor reporting for accuracy and completeness.
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Research and source parts required for service work and confirm availability.
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Order and receive service-related parts as needed.
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Coordinate with manufacturers to obtain technical information and support for service technicians.
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Assist in maintaining service department inventory and consumable stock levels.
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Support rental, sales, and parts departments by providing equipment and service information as needed.
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Operate a forklift when necessary to retrieve or transport parts and materials.
Warranty Administration
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Review work orders and determine warranty eligibility and coverage.
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Prepare and submit warranty claims to manufacturers in accordance with OEM requirements.
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Compile required warranty documentation, including photographs, service records, labor documentation, and supporting forms.
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Monitor open warranty claims and follow up on pending submissions, approvals, and settlements.
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Resolve warranty discrepancies, claim rejections, and parts return requirements.
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Coordinate with manufacturers regarding warranty policies, claim status, and recovery opportunities.
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Monitor Parts Return Requests (PRRs) and ensure compliance with manufacturer requirements.
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Maintain department recovery goals through timely and accurate warranty processing.
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Identify opportunities to maximize warranty reimbursement and improve claim approval rates.
REQUIRED
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High School Diploma or GED.
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Two (2) years of customer service experience.
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Two (2) years of administrative, clerical, service-writing, warranty administration, or related experience.
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Strong computer and keyboarding skills.
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Ability to effectively manage multiple priorities and deadlines.
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Basic mechanical aptitude and understanding of equipment components.
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Forklift certification or ability to obtain certification.
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Valid U.S. Driver's License.
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Ability to work overtime and weekends as needed.
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Ability to pass a background check and drug screen.
PREFERRED
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Experience in heavy equipment, construction equipment, trucking, agricultural equipment, automotive, or related industries.
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Experience processing warranty claims.
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Knowledge of OEM warranty systems and procedures.
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Parts, service, or equipment product support experience.
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Experience with work order management systems.
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Ability to interpret manufacturer warranty policies and procedures.
SKILLS & COMPETENCIES
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Exceptional organizational and time management skills.
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Ability to maintain accurate work order, warranty, and customer records.
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Strong attention to detail and accuracy.
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Customer-focused mindset with professional communication skills.
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Experience utilizing business systems, OEM warranty portals, and Microsoft 365 applications.
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Ability to analyze information and solve problems independently.
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Ability to build productive relationships with customers, manufacturers, and coworkers.
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Strong written communication and proofreading abilities.
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Ability to work effectively in a fast-paced environment.
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Team-oriented with a willingness to assist others.
PHYSICAL REQUIREMENTS
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Ability to sit, stand, walk, bend, twist, reach, kneel, and squat throughout the workday.
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Ability to occasionally lift and carry up to 50 pounds.
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Ability to safely operate a forklift.
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Ability to work in office, shop, and outdoor environments as business needs require.
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Visual ability to review documentation, data, and computer displays for extended periods.
The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation.
ENVIRONMENT & SAFETY
Work is performed in an industrial setting that may be subject to heat, cold, noise, dust, and fumes; all required safety procedures and PPE must be followed.
Employment Disclaimer: The duties described above are general in nature for the level of work performed and are not intended to be used as a comprehensive list of all the duties, activities, and responsibilities required of job incumbents. Management may assign other duties, activities, and responsibilities as it deems appropriate for the scope of this position and shall be considered a part of this job description. Management has the right to revise this position description at any time, and the duties and responsibilities listed herein do not qualify as a contractual agreement for employment at any time. The Company is an at-will employer, allowing the employee or the employer to sever the work relationship at any time, with or without notice, and with or without cause
Equal Employment Opportunity Policy: The G.W. Van Keppel Company maintains a policy of non-discrimination and complies with and supports all federal, state and local laws regarding employment discrimination. Specifically, the Company does not discriminate in employment opportunities or practices on the basis of race, color, gender, gender identity, sexual orientation, religion, national origin, age, citizenship status, pregnancy, mental or physical disability, marital status, veteran status, genetic information or any other characteristic to the extent prohibited by Federal, state or local law.
