Service and Warranty Representative at Virnig Manufacturing, Inc. – Rice, Minnesota

A Service and Warranty Representative provides primary technical support to customers and drives parts sales within a defined territory. This role combines technical expertise with a strong customer service focus and sales acumen. The ideal candidate will be responsible for using independent judgement and discretion in diagnosing and recommending services, facilitating warranty and return processes, resolving claims, training internal staff, and proactively promoting and selling parts to equipment dealers.

In addition to direct customer support, this position plays a key role in supporting the sales team. The Service and Warranty Representative will work closely with Account Managers and Regional Sales Managers to educate them on parts offerings, provide tools and programs to support parts sales, and help drive add-on selling across the territory. This collaborative approach ensures that both technical and sales teams are aligned in delivering value to customers and growing aftermarket revenue.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Key Responsibilities:

• Serve as a strategic partner to customers by providing technical support and troubleshooting for Virnig dealers and end-users.
• Resolve warranty claims by evaluating options and negotiating with customers on an amicable resolution within established guidelines.
• Independently research potential solutions from other departments or even from outside the company.
• Organize and coordinate repairs and services for customers.
• Follow up on claims to ensure timely and accurate resolution. Process warranty claims and returns accurately and efficiently.
• Accurately document customer interactions, service cases, and sales activity in the CRM system.
• Communicate professionally via phone, email, written correspondence, and in-person.
• Coordinate and deliver training sessions for internal staff on product knowledge and service procedures.
• Create, manage, and complete service-related projects on time.
• Drive parts sales within a defined territory by identifying customer needs, recommending appropriate parts, and following up on quotes and opportunities.
• Maintain and grow relationships with dealers and customers to support long-term parts sales.
• Collaborate with Account Managers and Sales Representatives to educate them on parts offerings and technical details. Develop and deliver parts sales programs and promotions. Strategize opportunities for upselling and add-on sales.
• Proactively inform supervisors of any arising concerns or customer issues.
• Maintain a cooperative, positive, and respectful attitude with customers, supervisors, and co-workers.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree, AA, or other college experience is helpful and desired. High school diploma or equivalent required.
• Minimum of three years of experience servicing equipment such as attachments, skid steers, mini-skid steers, mini-excavators, or other related farm and construction equipment.
• Knowledge of or experience operating skid steers, mini-excavators, and/or mini-skid steers value highly.
• CRM or Salesforce experience preferred.
• Proficiency in Microsoft Office software, including Word, Excel, Outlook, and PowerPoint.

Skills:

• Communication and Negotiation: Strong communication and negotiation skills, with the ability to effectively communicate with people outside the organization, supervisors, and co-workers via telephone, written form, email, virtually, or in person.
• Self-motivated and Goal-oriented: Strong drive to achieve sales targets and the ability to multi-task and thrive in a fast-paced environment.
• Active Listening: Give full attention to others, understand points being made, ask questions appropriately, and avoid interrupting.
• Technical Proficiency: Understand mechanical, electrical, and hydraulic systems to troubleshoot for customers, follow through with projects, and train employees.
• Troubleshooting: Read and interpret manuals and schematics, and work with the production team to determine the best course of action for field repairs.
• Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.
• Information Gathering: Observe, receive, and obtain information from relevant sources with an eye for details.
• Organizing, Planning, and Prioritizing Work: Multi-task and manage several projects simultaneously while meeting deadlines.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to move about between offices and attend meetings which may include ascending or descending stairs.
• Occasional lifting and carrying of materials or equipment weighing up to 50 pounds.
• Hearing and speech ability to communicate effectively in person and over the phone using the English language.
• Ability to use hands and fingers to operate standard office equipment such as a computer keyboard, mouse, telephone, copier, and printer with precision and efficiency.