Warranty Consultant

ESSENTIAL FUNCTIONS:

• Be the warranty professional for the assigned stores meeting all warranty needs from equipment sales, parts counter warranty and service warranty process.
• Monitors service calls to provide support and ensure warranty repairs are being completed in a manner that will meet customer satisfaction and expectations from the warranty coverage while staying with-in the warranty guidelines.
• Proactively communicates with assigned WSECO stores and provides warranty repair process consultation to the service team on warranty service during the repair process while ensuring the closing process is smooth for the service team.
• Reviews service calls that are "ready for warranty" to ensure they meet warranty guidelines, converts service call into a warranty claim, submits and posts the settlement according to vendor's requirements. For Caterpillar claims this target is the "Silver" dealer level.
• Warranty claims are processed in a manner to leverage highest possible return from vendor, while allowing service call to emulate what happened during the repair process.
• Conducts researches and works well with the appropriate team on pending settlement differences; contests, resubmits or accepts in a timely manner.
• Works through non-Prime Product issues, such as work tools and undercarriage, to determine its location under vendor guidelines for warranty processing.
• Provides quotes as needed for the sales team on warranty coverage purchases. When a warranty is sold, purchases and registers the warranty with the vendor and records the correct warranty on the equipment within a week of the sale.
• Works with assigned stores throughout the Cat Certified Rebuild process for enrollment and completions.
• Continually reviews warranty process and works with service operations on process improvement efforts.
• Coaches TEPS dealers on warranty submittal process.
• Trace, copy and file vendor credits.
• Researches online returned claims weekly, resubmits and update AX as needed.
• Evaluates parts returns from the Send It Back system on a weekly basis to determine whether the part should be returned.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to all applicable safety policies, procedures and standards.
• Serves as an effective team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of Microsoft computer products and other comparable systems.
• Proven written and verbal communication skills.
• Ability to interpret data and apply guidelines.
• Ability to develop and maintain effective working relationships with others.
• Ability to work overtime with little or no notice.
• Ability to travel.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Strongly detail orientated and organization skills required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching, pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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