Warranty Administrator FG Wilson

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

This position requires a 5-day-a-week schedule in the office.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centres, municipalities, and more.

With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers.

We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Join our team to help build a better, more sustainable world for future generations!

The opportunity

The Warranty Administrator role  is a FG Wilson team position and is part of our expanding global FG Wilson Product Support organisation. You will work under our warranty manager to support the FG Wilson distribution and dealer network, providing and delivering operational support of the administration of the FG Wilson warranty offering.

The FG Wilson Warranty Administrator is responsible for managing the timely processing of FG Wilson dealer/ customer warranty claims.

This is supported by provision of accurate and timely supporting documentation, compliance with FG Wilson warranty terms and conditions and any 3rd party supplier (e.g. Engine/ alternator) warranty terms and conditions.

The warranty administrator supports the business by appropriately minimising warranty exposure whilst at the same time maximising supplier claim recovery.

What you will do:

• Manage and ensure the processing of warranty claims accurately, timely and within FG Wilson terms and conditions.

• Review and understand/ interrogate supporting material such as dealer service reports, labour hours, and parts usage for claim validity.

• Submit claims to engine, alternator and other suppliers in line with their guidelines.

•  Track claim status, dealer performance and ensure timely reimbursement of warranty due to FG Wilson dealers.

• Maintain complete and organised warranty records on the FG Wilson warranty system.

•  Support month-end reporting, trend analysis and any associated accrual processes.

• Liaise with dealer personnel such as service engineers, dealer parts departments and dealer management.

• Provide dealers with guidance on warranty procedures & processes.

• Communicate with manufacturers or suppliers regarding claim queries.

What you have:

Technical Excellence

• Previous experience of engines, alternators or suitable alternative industry experience

•  Experience working with manufacturer systems or warranty process desirable

Customer Focus:

• Provide a quality of service that customers describe as excellent.

• Resolve common customer problems.

• Respond to unexpected customer requests with a sense of urgency and positive action.

• Provide direct service to internal or external customers.

• Document customer complaints in a timely manner.

Effective Communications:

• Ability to translate needs such as warranty issues and associated needs into effective support delivery

Service Excellence:

• Ability to resolve common customer problems and respond to unexpected customer/dealer requests with a sense of urgency and positive action.

• Provides direct service to internal or external customers.

• Ensures capture of lessons to be learned from a problem-solving effort.

• Organizes potential problem solvers and leads problem resolution efforts.

• Uses varying problem-solving approaches and techniques as appropriate.

Relationship Management

• Provides prompt and effective responses to dealer requests and interactions.

• Monitors dealer satisfaction levels on a regular basis.

• Alerts own team to problems in dealer satisfaction.

• Works with customers/dealers to address critical issues and resolve major problems.
   

Education:

• Degree in Engineering or equivalent (Electrical or Mechanical preferred) or a demonstrable proven progressive experience

Additional information:

• Minimal travel – may be required occasionally

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. #CaterpillarNI #LI

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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