Warranty Administrator/ Service Coordinator - Oakville service team

At Grand Touring Automobiles, we believe exceptional vehicles deserve an exceptional ownership experience. As Canada's premier luxury automotive retailer, we represent some of the world's most prestigious automotive brands while delivering an unmatched level of customer care.

We are currently seeking a detail-oriented, organized, and customer-focused Warranty Administrator & Service Coordinator to join our Service team in Oakville. This hybrid role combines warranty administration with service coordination, offering an excellent opportunity for an experienced dealership professional who thrives in a rapid-paced environment and takes pride in both operational accuracy and exceptional customer service.

Key ResponsibilitiesWarranty Administration

- Prepare, review, and submit manufacturer warranty claims accurately and within established timelines to ensure prompt reimbursement.
- Review warranty repair orders for completeness, accuracy, legibility, and compliance with manufacturer and dealership policies.
- Identify and enter applicable labour operation codes, failure codes, and other required administrative information.
- Return incomplete or inaccurate repair orders to the appropriate team member for correction and follow up to ensure timely resubmission.
- Review vehicle service histories to identify and prevent duplicate warranty claims.
- Monitor the status of submitted, rejected, returned, and paid claims, maintaining accurate records of all warranty activity.
- Investigate rejected or outstanding claims, coordinate with manufacturer warranty representatives when required, and pursue outstanding reimbursements.
- Obtain special authorizations and ensure compliance with manufacturer warranty programs and procedures.
- Monitor warranty receivables and claim acceptance rates, working toward a minimum claim acceptance rate of 95% and a maximum of 21 days in warranty receivables.
- Prepare and provide regular warranty status reports to the Service Manager.
- Identify and report potential warranty claim discrepancies, misuse of special warranty programs, or irregularities to management.

Service Coordination & Administration

- Assist Service Advisors with daily service department operations to support an efficient workflow.
- Schedule and coordinate customer service appointments, confirming appointment details and communicating updates as required.
- Answer incoming service calls and respond to customer inquiries in a professional, timely, and courteous manner.
- Welcome customers and ensure a polished, professional first impression consistent with the dealership's luxury standards.
- Create, update, and maintain repair orders and customer records using CDK Drive.
- Coordinate vehicle pickups, deliveries, and loaner vehicle arrangements as required.
- Communicate with customers regarding appointment details, service updates, and other relevant information.
- Process invoices, payments, and related service documentation as required.
- Work closely with Service Advisors, technicians, Parts, and management to facilitate communication and maintain an organized service workflow.
- Maintain accurate customer files, repair order documentation, warranty records, and other administrative records.
- Provide general administrative support to the Service department and assist with special projects as needed.
- Ensure all customer and vehicle information is handled accurately and professionally.

General Responsibilities

- Maintain current knowledge of manufacturer warranty policies, dealership procedures, and applicable administrative requirements.
- Establish and maintain productive working relationships with manufacturer representatives, customers, and internal departments.
- Communicate effectively with Service staff and management to resolve issues and support departmental objectives.
- Maintain a professional appearance and demeanor consistent with Grand Touring Automobiles' standards.
- Follow established workplace procedures and promptly report any concerns that may affect the safety, welfare, or integrity of the dealership, its employees, or customers.

Qualifications

- Previous automotive dealership experience is required.
- Previous experience in warranty administration, service coordination, service advising, appointment coordination, or dealership administration is strongly preferred.
- Experience using CDK Drive (formerly ADP) is required.
- Knowledge of manufacturer warranty processes, claim submissions, and dealership service operations is considered a strong asset.
- Proficiency in Microsoft Office, including Excel, Wo

📌 Warranty Administrator/ Service Coordinator (Oakville)
🏢 Grand Touring Automobiles
📍 Oakville