Warranty Operations Analyst

Wheeler Machinery Co • Salt Lake City, UT

6d

About The Position

The Warranty Operations Analyst is a specialized operational role focused on warranty readiness, recovery support, and advisor enablement, with a strong emphasis on short paid claim analysis, open warranty work order monitoring, and goodwill coordination. This position is deeply integrated within the Work Order department and serves as a bridge between Service Advisors, Acting Advisors, Warranty, and Caterpillar representatives.

This role does not submit warranty claims to Caterpillar and does not close work orders, but requires a strong working knowledge of the warranty claim lifecycle in order to improve upstream execution, reduce preventable losses, and support recovery outcomes.

Requirements

• High school diploma or GED.
• Working knowledge of warranty principles and Caterpillar warranty environment.
• Strong understanding of the work order lifecycle and Service Advisor/Acting Advisor responsibilities.
• Strong organizational and time management skills with attention to detail.
• Effective written and verbal communication skills.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, PowerPoint).
• working knowledge of Texada, DBS, SIS2, SIMSI, OLG, PSCRM and Cat Interact.
• Contribute positively to the company and department morale and culture.
• Positive work attitude
• Self-Starter
• Ability to work independently and meet deadlines.
• Ability to interpret warranty policy and apply it to work order scenarios.
• Analytical mindset with strong problem solving skills.
• Ability to influence and coach without direct authority.
• Comfortable working cross functionally in a fast paced operational environment.

Nice To Haves

• 3 years of Warranty experience preffered

Responsibilities

• Review warranty related work orders for completeness, accuracy, and policy alignment prior to claim submission by the Warranty team.
• Identify documentation gaps, coding issues, labor/segment inconsistencies, and narrative weaknesses that commonly lead to claim returns or short payments.
• Partner with Service Advisors and Acting Advisors to correct deficiencies and improve first pass claim quality.
• Provide feedback and coaching on how work order structure and documentation impact warranty outcomes.
• Monitor last labor days on open warranty work orders to ensure timely progress and prevent avoidable aging.
• Proactively notify Advisors, Acting Advisors, and leadership of work orders approaching risk thresholds for warranty timing, documentation, or compliance.
• Coordinate with the Work Order department and Warranty team to resolve delays that could jeopardize claim eligibility or recovery.
• Track trends related to aging warranty work orders and communicate systemic risks or improvement opportunities.
• Monitor and analyze short paid Caterpillar warranty claims to determine root cause drivers, including: Documentation or narrative gaps Labor or segment alignment issues Policy interpretation constraints
• Coordinate with the Warranty team to support resubmission strategies where applicable.
• Track short payment trends and provide actionable insights to Advisors, Warranty leadership, and Work Order management.
• Work closely with Caterpillar representatives to support goodwill requests related to warranty outcomes.
• Assist in gathering, validating, and organizing supporting information required for goodwill consideration.
• Act as an operational liaison to ensure goodwill requests align with warranty context and work order facts.
• Track goodwill outcomes and identify recurring themes or opportunities for upstream improvement.
• Train and coach Service Advisors and Acting Advisors on: Warranty relevant work order standards Documentation expectations Common errors that impact claim acceptance and payment
• Serve as a subject matter resource for warranty related questions tied to work order execution.
• Support onboarding and development of Acting Advisors assigned warranty related work.
• Serve as a key operational link between the Work Order department, Warranty team, and Service leadership.
• Participate in continuous improvement initiatives aimed at reducing rework, improving recovery, and increasing warranty efficiency.
• Support standardization of warranty related work order practices across advisors and locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED