SR Warranty Claim Analyst

Gregory Poole Equipment Company•Raleigh, NC

About The Position

PRIMARY FUNCTION: Provides senior administration leadership by coaching and guiding others, as well as, performing warranty compliance responsibilities in four key areas Extended Service Contracts, Warranty Training, Warranty Accounting and Warranty Analyst activities. The overall goal is to utilize established policies and procedures to assure maximum recovery of warranty revenue. NATURE AND SCOPE: I. Extended Service Contracts – Estimated Time Spent = < 10% Tracks all products that Construction sells and services that are OEM supported and ESC applied. Reviews and enters ESC submissions from sales and service. Pro-actively contacts customers through mailings or calls offering ESC coverage for their equipment. Updates machine POP data with ESC information. Reconciliation of Caterpillar and GPPS ESC accounts II. Warranty Training –Estimated Time Spent = ~ 15% Facilitates warranty training group classes for technicians, service clerks and service managers. Conducts “one-on-one” training when needed, especially for new service associates. Provides technical resource warranty information, problem solving and guidance for service, sales and new warranty associates. III. Warranty Accounting Resolution –Estimated Time Spent = ~ 25% Trouble shoots accounting procedure problems. Reviews G/L accounts for misapplied money. Assists new analyst in reviewing their accounts and resolving unique or difficult problems. Auditing of warranty process and claims in conjunction with other analyst to ensure all policies are being followed per division. Monitor and work all warranty related reports including recovery rate, claims pending, settlements and Caterpillar score cards and all other reports available for the division. IV. Warranty Analyst Duties –Estimated Time Spent = ~ 50% Must be able to fully perform the below duties and assist on this are to coach others, solve unique problems and/or assist at key “overload” volume. Analyze all warranty work orders to determine warrant ability of repair, accuracy and completeness of technical information provided and inclusion of necessary supporting documentation. Requires the ability to interpret failure information and a thorough understanding of the various engine systems. Compile warranty claims using on-line computer warranty program for Caterpillar and other OEM products. This process includes using component and job codes to accurately reflect labor required to perform repair. This requires detailed knowledge of engine systems, CAT Time Requirement Guides and CAT SMCS Codes. The process also includes providing CAT with a succinct analysis of the failure, troubleshooting steps, and repair. Providing this information requires skills in negotiating. These skills are crucial to recouping the maximum warranty expenses. Work closely with CAT service representatives and other technical personnel to negotiate (weighted) policy reimbursement and to ensure fair participation by all involved. Process OPC and ESC registrations in a timely manner in accordance with CAT’s established guidelines for a Gregory Poole Equipment Company branch. (Includes verification of receipt of correct monies in payment, coding check and forwarding to Accounting Department, entering data into CAT COLRS system, coding invoice from CAT, and reconciling holding accounts.) Review and reconcile G/L warranty accounts on a monthly basis; enter journal entries and prepare journal vouchers as necessary to correct the accounts. Review warranty credits and make determination of any additional follow-up needed. Coordinate the return of warranty parts and warranty cores. Review monthly warranty reports for accuracy and update PC as necessary. Work with the PPP at Caterpillar when needed in regard to repair claims to this group and any issues related.

Requirements

Two- or four-year college graduate or high school graduate with minimum of three years' experience in service-related environment.
MUST have been a GPEC Warranty Analyst for at least three years with successful performance.
Must be able to clearly communicate to others, especially in group facilitating and in writing.
Must be able to use a PC for long periods.
Must have solid accounting/bookkeeping knowledge.
Must have intermediate computer skills, preferably in MS Office.
Must have a basic/intermediate equipment technical aptitude.

Responsibilities

Provides senior administration leadership by coaching and guiding others
Performs warranty compliance responsibilities in four key areas Extended Service Contracts, Warranty Training, Warranty Accounting and Warranty Analyst activities
Tracks all products that Construction sells and services that are OEM supported and ESC applied.
Reviews and enters ESC submissions from sales and service.
Pro-actively contacts customers through mailings or calls offering ESC coverage for their equipment.
Updates machine POP data with ESC information.
Reconciliation of Caterpillar and GPPS ESC accounts
Facilitates warranty training group classes for technicians, service clerks and service managers.
Conducts “one-on-one” training when needed, especially for new service associates.
Provides technical resource warranty information, problem solving and guidance for service, sales and new warranty associates.
Trouble shoots accounting procedure problems.
Reviews G/L accounts for misapplied money.
Assists new analyst in reviewing their accounts and resolving unique or difficult problems.
Auditing of warranty process and claims in conjunction with other analyst to ensure all policies are being followed per division.
Monitor and work all warranty related reports including recovery rate, claims pending, settlements and Caterpillar score cards and all other reports available for the division.
Analyze all warranty work orders to determine warrant ability of repair, accuracy and completeness of technical information provided and inclusion of necessary supporting documentation.
Compile warranty claims using on-line computer warranty program for Caterpillar and other OEM products.
Work closely with CAT service representatives and other technical personnel to negotiate (weighted) policy reimbursement and to ensure fair participation by all involved.
Process OPC and ESC registrations in a timely manner in accordance with CAT’s established guidelines for a Gregory Poole Equipment Company branch.
Review and reconcile G/L warranty accounts on a monthly basis; enter journal entries and prepare journal vouchers as necessary to correct the accounts.
Review warranty credits and make determination of any additional follow-up needed.
Coordinate the return of warranty parts and warranty cores.
Review monthly warranty reports for accuracy and update PC as necessary.
Work with the PPP at Caterpillar when needed in regard to repair claims to this group and any issues related.