Warranty Coordinator

Warranty Coordinator

About Us

Velocity is the nation’s leading and largest builder of classic American vehicles, redefining what it means to own a classic. Our vehicles aren’t just restored—they’re entirely reborn. We blend the timeless soul and aesthetics of vintage cars with the performance, technology, and reliability of modern automobiles. By shifting away from traditional one-off restorations with their many uncertainties, we have set a new standard—delivering meticulously crafted, high-performance classics with enhanced reliability and drivability.

Velocity’s Culture and Core Values

Success at Velocity requires a “whatever it takes” mentality. We embody grit, demonstrating perseverance, resilience, and unwavering determination in the face of challenges. We are adaptable, embracing change, adjusting to new circumstances, and continuously seeking ways to improve processes and outcomes—because growth does not come from comfort.

We take ownership, assuming full responsibility for tasks, decisions, and outcomes, whether successes or setbacks, without shifting blame. “That’s not my job” is not in our vocabulary; when one part of our team falls short, we all do.

Finally, our ambition fuels our drive to excel, improve, and uphold the highest standards for both personal and professional growth. This mindset defines who we are and ensures our continued success.

Overview

As a Warranty Coordinator at Velocity, you will be responsible for managing and resolving all customer warranty claims. You will work closely with customers, production, and engineering to investigate issues, identify root causes, and help implement solutions that improve product quality and reliability. This role requires a detail-oriented, customer-focused individual with strong problem-solving skills and the ability to balance customer satisfaction with company warranty policies.

Job Level

Individual Contributor

Reports To

Head of Sales

Key Responsibilities

Warranty Intake & Customer Communication

Receive, review, and document all incoming warranty claims in a timely and professional manner.

Serve as the primary point of contact for customers regarding warranty-related questions, concerns, and updates.

Clearly explain warranty coverage, limitations, and resolution steps while balancing customer satisfaction with company policy.

Maintain consistent, proactive communication with customers throughout the warranty resolution process.

Claim Investigation & Resolution

Coordinate with production, engineering, and technical staff to investigate warranty claims and determine root causes.

Review vehicle build records, parts information, and service history to support accurate claim evaluation.

Recommend appropriate repair paths or resolutions in alignment with Velocity warranty standards.

Ensure warranty repairs are completed correctly, efficiently, and to Velocity quality expectations.

Vendor & Service Center Coordination

Coordinate warranty repairs with approved third-party service centers.

Ensure service partners understand scope, expectations, and documentation requirements for warranty work.

Review completed repairs for quality, accuracy, and compliance before closing claims.

Quality Feedback & Continuous Improvement

Identify recurring issues, defect trends, and systemic concerns across warranty claims.

Collaborate with engineering and production teams to support corrective actions and process improvements.

Assist in implementing design, engineering, or process changes aimed at preventing repeat warranty issues.

Provide feedback loops that support long-term product quality and reliability improvements.

Documentation, Reporting & Compliance

Maintain accurate and complete records of all warranty claims, communications, resolutions, and costs.

Track warranty activity, timelines, and outcomes using CRM and internal systems.

Prepare reports and insights related to warranty volume, trends, and cost impact for leadership review.

Ensure all warranty activity complies with Velocity policies and applicable regulations.

Required Skills and Abilities

Must be reliable and trustworthy.

Must be available after hours, on weekends, and holidays as needed, with demonstrated commitment to responding to the customer within defined and acceptable response-time windows.

Proficient computer skills including Microsoft Office and Google Suite; CRM experience is essential.

Professional verbal and written communication skills.

Friendly, professional demeanor with a positive attitude.

Strong attention to detail, accuracy, and follow-through.

Ability to work independently with minimal supervision.

Ability to thrive in a fast-paced environment.

Ability to maintain confidentiality.

Ability to work overtime if needed.

Reliable transportation to and from work.

Pre-employment drug screen and background check required.

Education and Experience

High school diploma or equivalent.

Previous automotive experience, preferably in a highly technical or parts-related field preferred.

Previous experience handling warranties and other customer service needs.

Physical Demands (To include but not limited to)

Prolonged periods of sitting at a desk or workstation.

Occasional standing or walking within the office or shop.

Occasionally lifting and carrying items up to 10–20 pounds.

Frequent use of hands and fingers for typing and operating office equipment.

Regular communication with customers, vendors, and team members.

Prolonged exposure to hot or cold temperatures and mild shop noise.

PPE may be required when walking through the shop.

Benefits Include

Compensation: Pay based on experience and qualifications

Health & Wellness: Health, Dental, Vision, Life, Disability, and Aflac available after 60 days

Retirement: 401(k) with company match after 6 months at next enrollment period

Paid Time Off: Paid time off and paid holidays

Additional Perks: Company-sponsored events, tool program, merchandise discounts, friendly team environment

Job duties, salary, and benefits are subject to change throughout the duration of employment with Velocity.

Velocity is an Equal Opportunity Employer. Velocity does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.