Warranty Claims Specialist

2 days ago

Minneapolis, Minnesota, United States The Toro Company Full time
Job Title: Warranty Claims Specialist

Join The Toro Company, a leading manufacturer of outdoor power equipment, in a challenging and rewarding role as a Warranty Claims Specialist. In this position, you will be responsible for the administration of warranty claims, vendor recovery, and the Return Goods Authorization (RGA) process.

Key Responsibilities:
  • Assist in the analysis and processing of warranty claims to ensure accuracy and timely processing within Warranty and Policy Procedure parameters.
  • Communicate with channel partners through the claims system to ensure accurate claim submission, including appropriate diagnostics, repair sequence, and usage of standard repair time.
  • Provide channel partner support via phone, email, and other forms of communication for warranty processes and/or warranty system helpdesk.
  • Conduct in-depth warranty claim and/or channel partner auditing using warranty reports and analytics as assigned.
  • Administer the vendor recovery program for the assigned business unit, including identifying eligible parts for recovery, streamlining the part return process, and coordinating requests with internal and external customers.
  • Manage regular vendor recovery submissions to vendors, properly apply credits from vendors, investigate new opportunities for recovery, and maintain good working relationships with vendors.
  • Manage the RGA process, ensuring proper return of parts for vendor recovery, engineering and technical service evaluation, and special requests.
  • Ensure post-sale extended service contracts for the assigned business unit are created properly in the warranty system.
  • Monitor warranty system functionality, troubleshoot to identify root cause, and work with the I.S. Team to correct issues.
  • Monitor warranty system tables to ensure accuracy of warranty process and payment, including maintaining tables, reimbursement to channel partners, labor rates, and standard repair times (SRTs).
  • Create and maintain SRT and SST tables in collaboration with the technical team.
  • Generate reports using Toro's reporting tool for warranty and vendor recovery.
  • Provide training and work direction to other department personnel.
Requirements:
  • Bachelor's degree in a related field, or High School graduate with a minimum of 5 years associated experience.
  • 3+ years' experience in warranty analysis, vendor recovery, or technical service.
  • In-depth knowledge and understanding of engines, hydraulics, and electronics, process diagnostic and repair logic skills.
  • Experience with business systems (i.e., Enterprise Resource Planning - ERP, Customer Relationship Management - CRM, etc.) and business process improvement techniques.
  • Thorough knowledge of Microsoft Office applications with advanced Microsoft Excel proficiency.
  • Experience and expertise with data analytics, database systems, business processes, and reporting tools.
  • Ability to translate complex ideas and detailed information into concise written, spoken, and visual communications.
  • Strong critical thinking and root cause analysis skills.
  • Excellent communication and interpersonal skills are required to interact effectively with channel partners, internal customers, and cross-functional teams.
  • Strong negotiation skills and experience negotiating.
  • Travel requirement up to 10%.
What We Offer:

The Toro Company offers a competitive salary, affordable and top-tier medical/dental/vision plan, 401k, and many other great benefits. Our headquarters is conveniently located near both St. Paul and Minneapolis, and we offer a variety of perks, including a casual corporate environment, on-site caf, and fitness facility. We also offer 20 hours of paid time to volunteer in the community and a flexible work schedule during the summer.

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy and related needs and conditions, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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