Senior Warranty Consultant

Caterpillar Inc.•Peoria, IL

7d•$128,470 - $192,710•Onsite

About The Position

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Senior Warranty Consultant within the Global Warranty team located in Peoria, IL. As a Senior Warranty Consultant, you’ll facilitate the dealer warranty auditing process ensuring that claims adhere to warranty policies and verify that dealer repairs & service documentation align with claimed details. This is accomplished through identifying dealers to audit and completing detailed review of paid claims and the supporting dealer documentation, and requires strong collaboration with dealer warranty & service personnel and Caterpillar Distribution Services Division (DSD) teams. You’ll have the opportunity to work with global dealers and multiple teams across Caterpillar as you identify and ensure implementation of process improvements.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. (extensive experience)
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. (working knowledge)
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. (working knowledge)
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. (extensive experience)
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. (working knowledge)
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. (extensive experience)
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. (extensive experience)
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges, (working knowledge)

Nice To Haves

A bachelor's degree
10+ years of relevant work experience
Excellent skills in communications, collaboration and problem solving
Direct experience working with Caterpillar dealers
Deep understanding of dealer service operations and product repairs
Ability to effectively handle difficult and/or sensitive situations with appropriate professionalism to achieve desired outcomes
Knowledge of Caterpillar products, warranty policies and processes
Knowledge of Caterpillar systems (SIMS, SCAS, Claimsi, PSCRM, SIS, etc)

Responsibilities

Use risk analysis to identify dealers to audit
Perform detailed review of claims and dealer service documentation and identify errors
Initiate improvement plans with dealers and ensure implementation
Review data, identify trends and make recommendations to mitigate risk and improve processes
Conduct related training for both dealer and Caterpillar personnel
Lead and represent Global Warranty through various continuous improvement projects
Answer warranty related questions from dealers and internal partners