Warranty Manager

Lacey Dorsett 936-***-****

Conroe, TX. ***** *****.*******@*******.***

Professional Summary

Experienced Corporate Warranty Manager, responsible for all aspects of Warranty Administration, overseeing and managing all OEM policies and procedures and ensuring they are kept up to date. Familiarity with over one hundred OEMs, including, but not limited to, their warranties and requirements.

Skills

●Able to work well under pressure

●Highly skilled in multitasking

●Proficient in Windows XP, Windows 2000, Windows 98, and Windows 10

●Experienced in using Microsoft Excel, Microsoft Word, Microsoft Works, PowerPoint, and Outlook

●Knowledgeable in QuickBooks and BusinessWorks Gold

●Capable of handling accounts payable and accounts receivable tasks

●Familiar with PeopleSoft, Wynn, and AX Reporter software

●Skilled in using SmartEquip and Concur tools

● New employee processing & hiring

●Exceptional people skills

●Experience in processing and filing liens

●Excellent phone etiquette

●Proficient in payroll processing and time submission

●Skilled in attendance management (Gorrie Regan)

●11+ Years of experience in the Rental Industry

Professional Experience

Warranty Manager, Corporate, 10/2017 to 6/2024

EquipmentShare, Columbia, MO. 65201 (Remote)

Achievements:

●Established the warranty, parts, and service departments when EquipmentShare was in its infancy

●Created policies and procedures utilized by the entire organization

●Led my team to recover more than $1,000,000 in warranty claims per month on average over the last 2 years

●Managed a team of 15 Rock Stars, covering warranty administration for 200+ locations nationwide

Responsibilities:

●Update warranty policies and procedures on an ongoing basis to stay in line with vendor policies

●Attend all warranty-related training supplied by vendors on an ongoing basis

●Communicate with Service Managers, Parts Managers, and supporting staff on updates and any policy changes that occur

Warranty Manager, Corporate, cont’d

●Work in conjunction with Operations and Service Support to ensure that Internally Assigned Key Principle indicators are met regarding warranty

●Provide constructive feedback and solutions to the Service/Parts Manager when claim submittals are rejected or reduced for future claim submittal

●Assist in failure analysis and provide feedback to Service Managers / Corporate Service Team before claim submission to avoid warranty rejections due to misdiagnosis or abuse

●Manage all EquipmentShare warranty submittals and hold meetings with the OEMS, Service Managers, and Part Managers to maximize recovery efforts

●Ensure all timelines are met regarding vendor submittal policies

●Understand all vendor's warranty policies and statements and related timelines

●Process all warranty-related credits for submittal to accounting

●Visualize team progress, find difficulty points, and resolve with team

Warranty Supervisor, 11/2014 to 12/2015

BlueLine Rental (Formerly Volvo Rents), The Woodlands, TX. 77380

Achievements:

●Centralized the warranty processes and converted 4 regions to one corporate location

●Increased recoveries to hit our goal as committed to in the PMO process

●Successfully built a system & process to maximize recovery

Responsibilities:

●Oversaw the warranty process for the company

●Managed all aspects of any warranty-related revenue such as collections & credits & any invoice disputes related too

●Oversaw all service/safety bulletins for the company

●Provided the necessary tools & guidance for my team to be successful

●Maximized recovery

●Forecasted any changes that would impact our expectations in the claim filing process, as well as forecasting recoveries, in which to assist in goal setting for the team

Regional Warranty Administrator, 1/2013 to 11/2014

BlueLine Rental (Formerly Volvo Rents), The Woodlands, TX. 77380

Achievements:

●UCHP & Advanced UCHP Training

●VCE Introduction To Service Stage 1 & 2 training completed

●Ability to operate the equipment/sales equipment training completed

●Developed a professional relationship between our national accounts, vendors & dealers

●Earnined the respect of all region service managers & developing a system of communication to accomplish our goals

Responsibilities:

●Oversaw the warranty claims and process for the region, as well as voluntarily managed certain portions of this program for other regions, to ensure the accuracy of procedures promptly

●Ensured my customers/locations received the best service possible from the warranty department

●Managed all aspects of any warranty-related revenue, i.e.collections, credits and any invoice related disputes

●Oversaw all safety/service bulletins for the region, and volunteered to oversee other regions, ensuring completion in the timeline given.

●Analyzed all field-related data (work orders, reports, parts purchased, etc.) to determine and capture actual ongoing issues with the equipment and if necessary, build a case with the manufacturer using that data

●Responsible for all communication to the field (service department at each branch) regarding safety/service bulletins, major machine issues, guidance & mentoring whenever requested

●Ensured all new policies/procedures were rolled out to my team (service department) along with the proper tools & training necessary to perform.

●Participated in service, parts, and warranty training on the work order process in all central region divisions

●Negotiated major repairs, such as engine replacements, with dealers, while still trying to recoup as much as possible and negotiating agreeable amounts

●Continuously challenged, encouraged, and motivated my team to meet our goals

Regional Payroll Specialist, 11/2006 to 11/2012

Health South Rehabilitation Hospital, Conroe, TX. 77384

Achievements:

●Hospital Policy and Procedure

●Attendance Manager

●Learning all Health South departments and grade scales as well as the paid time off accrual system for all 3 hospitals

●Developing a professional relationship between all 3 hospitals & their department heads

Responsibilities:

●Maintained all rate & dept. Information for every employee

●Performed weekly wage transfers and FTE’s for all 3 hospitals

●Set up bi-weekly FTE’s for all 3 hospitals

●Worked closely with HR to maintain the most accurate and current employee information

●Worked with HR to retain employees

●Sent out weekly & monthly detailed reports to the CFO's & CEO's

●Entered all new hires PAF’s into attendance manager to be set up for payroll

●Performed payroll for all 3 hospitals

●Maintained accurate paid time off balances for all eligible employees at each hospital

Education

Canon City High School, Canon City, CO. 81212

High School Diploma, 1993

Numerous Certifications achieved as well as training courses attended for numerous OEMs (both warranty and technical classes)

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