Warranty Technical Analyst

JOB SUMMARY

The Warranty Technical Analyst serves as a key technical resource for sales representatives and service teams, delivering prompt and accurate support on warranty-related issues. This role requires a proactive, solutions-oriented professional who is highly motivated and self-driven, with a strong commitment to process improvement, training excellence, and continuous problem-solving.

• Maintain all warranty accounts and ensure compliance with OEM and company standards.
• Process and maintain warranty claims for multiple OEMs, including but not limited to Caterpillar, Peterbilt, PACCAR, and Cummins.
• Oversight of receivables through detailed warranty control sheets, with a strong emphasis on auditing and variance analysis.
• Lead comprehensive training programs for both Warranty and Service department personnel, including on-site visits and travel to various locations to deliver hands-on instruction.
• Train on warranty claim procedures, compliance requirements, and best practices for service operations to ensure consistency and accuracy across all branches.
• Conduct internal audits of warranty processes to verify adherence to company standards and identify areas for improvement, as well as external audits involving vendor and OEM interactions to ensure proper claim handling and compliance with contractual obligations.
• Conduct variance research to investigate discrepancies, analyze root causes, and implement corrective actions to minimize financial risk and improve operational efficiency.

JOB QUALIFICATIONS

• Customer service experience, and prior parts / service experience a plus
• Outstanding planning, tracking, and follow-up skills necessary
• Effective communication skills, both written and verbal
• Strong diligence and ability to follow through on multiple projects and tasks at one time

COMPETENCIES

• High school diploma or equivalent required
• Previous customer service experience; prior experience in parts or service is highly desirable
• Exceptional organizational skills with the ability to plan, track, and follow up effectively
• Proven ability to manage multiple projects and tasks simultaneously with attention to detail and follow-through

PHYSICAL REQUIREMENTS

• Primary functions require sufficient physical ability and mobility to work in an office setting;
• To stand or sit for prolonged periods of time;
• To occasionally stoop, bend, kneel, crouch, reach, and twist;
• To lift, carry, push, and/or pull light to moderate amounts of weight;
• To operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard;
• To verbally communicate to exchange information.

BENEFITS

• 401(k) Match and Employer Discretionary Contribution
• Two different Health Insurance options including an HSA health insurance option with a Dollar for Dollar match up to $1,200.00 per year
• Dental and Vision Insurance
• Credit Union Access
• Life Insurance, Short-Term Disability, and Long-Term Disability
• Scholarship opportunities for employee's spouses and children, through the Ohio Machinery Education and Opportunity Foundation
• Base pay plus annual bonus potential
• Company SuccessShare bonuses