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Warranty Operations Specialist

2 months ago

Minneapolis, Minnesota, United States The Toro Company Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Warranty Operations Specialist. In this role, you will be responsible for the administration of warranty, overseeing the processing of warranty claims, and the Return Goods Authorization (RGA) process.

Key Responsibilities
  • Assist in analyzing and processing 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.
  • Create and maintain warranty-related training material and self-help tools. Support and participate in developing/improving Standard Operation Procedures related to the warranty processes.
  • 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 Return Goods Authorization (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 (Standard Setup Time) 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%.
About Us

The Toro Company is a leading provider of innovative solutions for the outdoor and turf care industries. We are committed to delivering exceptional products and services that meet the needs of our customers and stakeholders. Our company culture values diversity, inclusion, and employee development, and we offer a comprehensive benefits package to support the well-being of our employees.

We are an equal opportunity employer and welcome applications from qualified candidates who share our values and commitment to excellence. If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this position.