Job Description

PACCAR India is looking for an experienced Warranty Claims Analyst. This role is responsible for evaluating replacement parts and warranty claims, making payment decisions, and validating credits. They identify and communicate warranty issues, assist in resolving them, and collaborate with suppliers to ensure accurate and timely claim processing. Additionally, the analyst manages workloads to support departmental goals and plays a crucial role in addressing and resolving warranty concerns.

PACCAR Parts

PACCAR Parts operates a network of parts distribution centres offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centres operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Key Responsibilities:

• Evaluates complex claims and makes claim payment decisions per departmental procedures and company policies.
• Responds to dealer inquiries and communicates division policies and procedural requirements in a professional and timely manner.
• Process supplier credits as per division policies and procedures, effectively communicates exceptions and escalations.
• Supports procedures requested by the Vendor Recovery Specialist.
• Communicates warranty issues to department management, Marketing, Purchasing, suppliers and truck divisions as necessary.
• Presents appeal claims and provides recommendations to the Policy Review Board as required.
• Creates and maintains databases, analyses, graphs and reports, using Access and Excel.
• Trains dealer/direct warranty and service personnel through web classes, preparing and revising class content as required.
• Participate in special projects and continuous improvement initiatives.
• Comfortable working in shifts to support US business hours

Knowledge & Skills REQUIRED:

• Education Requirements:
  • Bachelor’s in Engineering, Business or Related field required
• 1+ years of experience in customer experience/care/service in Automotive/Industrial domain required.
• 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
• CRM & Case Management Systems eg: Salesforce, MS Office Suite, English – Proficiency
• Domain: Automotive, Customer Experience/Care preferably in Engineering Solutions
• Certifications: Customer experience (CX) certifications and Related OEM-Specific Trainings would be an added advantage

COMPETENCIES AND BEHAVIORS:

• Analytical, evaluative, and problem-solving abilities.
• Extensive experience working in a team-oriented, collaborative environment.
• Strong customer service skills with a positive attitude.
• Adaptable and detail oriented.
• Excellent verbal and written communication skills.
• Act with Integrity
• Ability to effectively engage and communicate in a North American business context.
• Customer Centric Mindset
• Tracks until closure of tasks
• Willingness to work in a fast-paced 24/7 environment and adapt to changing schedules and requirements
• Ability to work under limited supervision and able to make sound decisions under pressure