Warranty Processing Specialist

Job Summary:

The Tractor OEM Warranty Processing Specialist is responsible for the efficient processing of warranty claims related to tractors and other agricultural machinery. This role involves reviewing and approving claims, ensuring compliance with the company’s warranty policies, and communicating with dealers, technicians, and customers to resolve warranty-related issues.

Key Responsibilities:

• Warranty Claim Processing: Receive, review, and process warranty claims from dealerships or service centers. Ensure all necessary documentation and information is included for each claim.
• Documentation Verification: Verify that claims are complete and accurate, including checking repair orders, service records, parts used, and customer information to ensure compliance with warranty guidelines.
• Claim Approval/Denial: Approve or deny warranty claims based on the company’s warranty policies and product coverage criteria. Provide justifications for denials when necessary.
• Communication: Serve as the point of contact for dealers, service technicians, and customers regarding the status of warranty claims. Provide guidance on proper claim submission and resolve any discrepancies or issues that arise.
• Technical Assessment: Work with technical support teams to evaluate and troubleshoot complex claims, ensuring proper diagnosis and adherence to warranty standards.
• Warranty Records Management: Maintain accurate and organized records of all warranty claims, approvals, and denials for future reference and audits.
• Reporting: Generate and distribute regular reports on claim status, processing times, and other relevant metrics to the Warranty Manager or other stakeholders.
• Cost Control: Ensure that warranty claims align with company policies to minimize costs associated with incorrect or fraudulent claims.
• Collaboration: Collaborate with other departments (e.g., Quality Assurance, Engineering, and Service) to address recurring issues and identify patterns in warranty claims for potential product improvements.
• Training: Provide support and training to dealers and service personnel on the proper submission of warranty claims and documentation requirements.
• System Updates: Ensure that warranty processing systems are updated with the latest information about claims, policies, and tractor models.

Key Qualifications:

• Education:
•  High school diploma or equivalent required.
•  An associate or bachelor’s degree in business administration, automotive technology, or a related field is preferred.

Experience:

• 2 years of experience in warranty processing, preferably in the agricultural, automotive, or heavy machinery industry.
• Familiarity with OEM warranty policies and systems is a plus.

Technical Knowledge:

• Basic understanding of tractor, automotive, agricultural or construction equipment components and systems.
• Ability to interpret technical service reports and diagnose issues in relation to warranty coverage.

Skills:

• Strong attention to detail and accuracy in processing claims.
• Proficiency in warranty management systems, salesforce, and software (ERP, CRM, etc.).
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Problem-solving and decision-making skills.
• Customer service orientation, with the ability to manage difficult situations with professionalism.

Work Environment:

• Office-based role, with potential interaction with field staff, service technicians, and dealers.
• Some travel may be required to visit dealerships, training sessions, or service centers.

Performance Metrics:

• Warranty claim processing time and accuracy.
• Compliance with warranty policies.
• Customer and dealer satisfaction with the warranty process.
• Claim cost management and control.
• Volume of claims processed per day/week.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.

TYM-North America is an Equal Opportunity Employer that is committed to Diversity and Inclusion in the Workplace.