Service and Warranty Coordinator at Viably

Join a Growing Team of Innovators and Explorers 

At Viably, you will work in a fast-paced environment alongside people passionate about uncovering and supporting North America’s most forward-thinking industrial waste and recycling solutions.

We are called Viably because that’s how we think. About everything. We are driven to empower clients with new capabilities to evolve business and protect our planet.

What You Will Be Doing 

The Service and Warranty Coordinator is a central operations role responsible for managing service work orders, warranty claims, and customer communications. This position ensures timely documentation, accurate billing, and effective coordination across departments. The ideal candidate is highly organized, responsive, and comfortable communicating with field technicians and OEM partners. They must be proficient in ERP and CRM systems and excel at multitasking in a fast-paced environment. This position is based in our Denver headquarters office. 

Key Responsibilities Look Like: 

Service Work Order Management

• Open and review new service work orders (customer pay, warranty, internal) with correct job coding.
• Ensure technician job stories, notes, and time entries are complete and accurate.
• Review previous day’s work for billing readiness; verify labor, parts, travel, and supplies.
• Create and release invoices; ensure accuracy and completeness.

Warranty Claim Administration

• Verify warranty eligibility using OEM systems (model, serial number, purchase date).
• Collect and organize required documentation (photos, diagnostics, oil samples).
• Submit warranty claims to OEMs within deadlines and track status.
• Record and monitor claim progress; follow up with OEMs as needed.
• Reconcile warranty receivables with OEM statements; assist accounting with revenue reconciliation.

Technician and Internal Team Coordination

• Communicate with technicians to resolve unclear or missing information.
• Audit sample job stories for quality and warranty compliance.
• Share OEM updates and warranty bulletins with service staff.
• Coordinate with parts department for warranty returns and urgent needs.

Customer Communication and Support

• Provide daily and weekly status updates to customers.
• Obtain approvals for additional repairs or costs.
• Confirm scheduling changes or delays with customers.
• Respond promptly to customer inquiries regarding service and warranty status.

Reporting and Continuous Improvement

• Prepare monthly reports on warranty recovery, labor efficiency, and service performance.
• Identify recurring delays and recommend process improvements.
• Participate in monthly service review meetings and
   cross-functional alignment sessions.
• Develop scorecard metrics and monitor warranty approval rates.

Critical Skills and Experience You’ll Need:

• 5+ years of experience in service coordination, warranty administration, or related customer support (industrial machinery/heavy equipment industry preferred).
• General knowledge of field service operations with machinery; recycling, agricultural, or heavy equipment background is a plus.
• Strong communication skills in English; Spanish proficiency is a plus.
• Proficiency with ERP/CRM systems (Acumatica, Salesforce), OEM portals, and MS Office Suite.
• Accountability and ownership of service outcomes.
• Collaborative team player across service, parts, accounting, and sales functions.
• Analytical problem-solving and process improvement mindset.
• Clear, empathetic communication with technical and non-technical audiences.
• Exceptional communication skills; comfortable calling and emailing field technicians and customers.

Physical Demand & Competencies:

• Office-based with regular interaction with field technicians, customers, and OEM systems.
• Requires standing, walking, sitting, and use of hands. Occasional lifting or moving objects up to 25 lbs.

Benefits (we’ve got your back): 

- 401K retirement savings plan with company matching

- Paid holidays

- Health insurance coverage that includes medical, vision, and dental

- Short and long-term disability coverage

- Life insurance

- Generous paid time off (16 PTO days in year one)

- Paid continuing career education and advancement opportunities

- Health and wellness program

- Flexible Spending Accounts (FSA) and Health Spending Accounts (HSA) options