Job Description

The Warranty Claims Analyst is responsible for accurately processing truck warranty claims in compliance with company policies and procedures. This role involves evaluating claims, identifying and resolving issues, and ensuring timely and effective communication with dealerships to deliver best-in-class customer service. The analyst plays a key role in meeting departmental objectives, reducing warranty costs, and driving process improvements to enhance claim efficiency.

Key Responsibilities:

• Evaluate complex warranty claims and make claim decisions in accordance with departmental procedures and company policies.
• Respond promptly and professionally to dealer inquiries, communicating division policies and procedural requirements.
• Collaborate with suppliers, engineering, and quality teams to process claims in line with established guidelines.
• Act as a subject matter expert for assigned business unit responsibilities.
• Execute procedures as requested by the Vendor Recovery Specialist.
• Perform accurate invoicing and reconciliation of all supplier recovery-related warranty costs.
• Identify opportunities to reduce warranty costs and improve overall efficiency.
• Drive process improvements to enhance claim processing effectiveness.
• Support technical tasks, continuous improvement initiatives, and administrative duties as assigned.

Knowledge & Skills REQUIRED:

• Education Requirements:
  • Bachelor’s degree required
• 1+ years of experience in the automotive industry, with direct exposure to warranty claims processing, service, or parts analysis
• 1+ year of data entry and customer experience/care/service in Automotive/Industrial domain required
• Domain: Experience in Automotive or Industrial Aftersales Segment
• CRM & Case Management Systems E.g.: Salesforce, MS Office Suite, English proficiency
• Knowledge of handling warranty, returns and credits
• Strong proficiency in MS Office suite and Data Analysis Tools like Tableau
• Knowledge of customer management tools like Salesforce is an added advantage
• Certifications: Customer experience (CX) certifications and Related OEM-Specific Trainings would be an added advantage

REQUIRED COMPETENCIES AND BEHAVIORS:

• Decision Making based on policies and procedures
• Ability to effectively engage and communicate in a North American business context and manage multiple stakeholders
• Customer Centric Mindset
• Act with Integrity
• Solution mindset
• Collaborative temperament
• Strong Organizational Skills; ability to meet deadlines and operate under ambiguity
• Ensures tasks are tracked until closure
• High attention to details
• Tracks until closure of tasks