Senior Warranty Claims Coordinator

The Senior Warranty Claims Coordinator will lead the processing of warranty claims and returns with precision and efficiency, ensuring strict compliance with company policies and maintaining the highest standards of accuracy. This senior role will proactively collaborate with regional teams to address complex challenges in diverse markets, leveraging expertise to implement effective solutions. Additionally, the Senior Coordinator will play a pivotal role in enhancing customer support, ensuring a seamless and superior experience throughout the claims and returns process. 

Graco Warranty Claims Processing  

• Oversee accurate and timely entry, validation, and reconciliation of warranty claims across CRM, WOW, ERP, and logistics systems (Precision and/or Brigg). 

• Analyze claims that fall outside published policies, determine root causes, and recommend appropriate resolutions or policy clarifications. 

• Ensure accurate matching of warranty RGAs (WRAs) to returned products and validate disposition outcomes. 

• Direct coordination of returned product flow to engineering, vendors, quality, or used equipment programs, ensuring proper documentation and traceability. 

Customer and Distributor Interaction  

• Respond to customer and distributor inquiries and disputes    

• Clearly communicate warranty policy and any references to policy to both internal teams and external customers and distributors.   

• Collaborate closely with Sales, Engineering, Quality, Logistics, Finance, and regional teams to drive timely resolution and alignment. 

• Influence stakeholder decisions by providing data-driven insights and expert recommendations. 

Documentation and Reporting  

• Ensure integrity, accuracy, completeness and up-to-date warranty claim files and databases.  

• Analyze warranty data and trends to identify risks, recurring issues, and opportunities for cost reduction and performance improvement. 

• Develop and report on key warranty metrics, supporting leadership decision-making and continuous improvement initiatives. 

• Contribute to forecasting and strategic planning related to warranty exposure and program effectiveness. 

Process Improvement  

• Support continuous improvement initiatives to enhance warranty processes, controls, and customer experience. 

• Champion customer adoption of online warranty claim submission tools.  

• Support change management efforts by documenting best practices, training materials, and process updates.  

Additional Responsibilities  

• Generate and implement plans to increase customer participation in online warranty claim generation.  

• Coordinate continual improvement initiatives for warranty processes.  

• Define, implement, and monitor enhancements to warranty systems and policies.  

• Other duties as assigned. 

What You Will Bring to Graco   

• 2 year degree post-secondary education in business, accounting or other related field, or equivalent education and experience.  

• 4+ years of experience in a high-volume customer service environment or equivalent.  

• Advanced proficiency with PC tools, including word processing, spreadsheets, and database applications, with a focus on optimizing workflows. 

• Exceptional oral, written, and telephone communication skills, with the ability to convey complex information clearly and effectively. 

• Proven expertise in negotiation, problem-solving, and high-stakes decision-making. 

• Superior organizational skills with the ability to prioritize and manage multiple, competing issues in a dynamic environment. 

• Extensive product knowledge and technical proficiency to address warranty claims and product return inquiries, supported by at least four years of hands-on experience with products and parts.   

Accelerators    

• Global industrial manufacturing experience and knowledge.   

• Multilingual skills, with a preference for Spanish.  

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