Role Overview
The Warranty Operations Analyst plays a critical part in maintaining warranty readiness and maximizing claim recovery. By ensuring work order quality and compliance, this position supports both frontline teams and backend processes to reduce preventable losses and strengthen operational execution.
Key Responsibilities
- Review warranty-related work orders for completeness, accuracy, and adherence to policy before submission.
- Detect gaps in documentation, coding errors, labor or segment mismatches, and weak narratives that may result in claim denials or reduced payments.
- Collaborate with Service Advisors and Acting Advisors to correct deficiencies and improve first-time claim success rates.
- Provide targeted feedback and coaching on how documentation practices affect warranty outcomes.
- Track final labor days on open warranty work orders to ensure progress and prevent aging beyond acceptable thresholds.
- Alert advisors and leadership when work orders approach risk limits related to timing, documentation, or compliance.
- Work with the Work Order and Warranty teams to resolve delays that could impact claim eligibility.
- Analyze trends in overdue warranty claims and report on systemic risks or areas for improvement.
- Investigate short-paid Caterpillar claims to identify root causes such as documentation gaps, labor allocation issues, or policy interpretation challenges.
- Support resubmission strategies in coordination with the Warranty team.
- Monitor patterns in underpaid claims and deliver insights to advisory and management teams.
- Engage with Caterpillar representatives to support goodwill requests tied to warranty results.
- Help collect, verify, and organize evidence needed for goodwill consideration.
- Ensure goodwill submissions reflect accurate warranty context and work order details.
- Track outcomes of goodwill requests and highlight recurring themes for process improvement.
- Train and guide Service Advisors and Acting Advisors on warranty-aligned work order standards and common pitfalls.
- Act as a resource for warranty-related questions affecting work order execution.
- Support onboarding and development of Acting Advisors handling warranty tasks.
- Bridge communication between the Work Order department, Warranty team, and service leadership.
- Participate in initiatives to reduce rework, increase recovery rates, and enhance warranty efficiency.
- Advance standardization of warranty practices across advisors and locations.
Qualifications
High school diploma or GED required. Must have working knowledge of warranty principles and the Caterpillar warranty environment. Strong understanding of the work order lifecycle and Service Advisor responsibilities is essential. Candidates should demonstrate solid organizational and time management skills, with close attention to detail. Proficiency in written and verbal communication is expected, along with experience using Microsoft Office applications including Outlook, Word, Excel, and PowerPoint. Familiarity with Texada, DBS, SIS2, SIMSI, OLG, PSCRM, and Cat Interact systems is required. The ideal candidate contributes positively to team culture, maintains a constructive attitude, and works independently to meet deadlines.
Preferred Experience
Three years of experience in warranty operations is preferred.
Work Environment
This is an onsite role requiring presence at the assigned location. The position demands consistent collaboration across departments and systems, with expectations to operate independently and deliver on time-sensitive processes.
Company Commitment
We are committed to fostering a positive, inclusive workplace. Employees are expected to support team morale, demonstrate initiative, and manage responsibilities with minimal supervision. Our culture values accountability, continuous improvement, and respectful collaboration.
Equal Opportunity Statement
This employer is an Equal Opportunity Employer and complies with applicable federal regulations. Protected veterans and individuals with disabilities are encouraged to apply. The company does not discriminate against employees or applicants based on pay inquiries, discussions, or disclosures, provided such actions are consistent with legal exceptions. Employees with access to compensation data as part of their job duties may not disclose that information to those without authorization, except under specific legal circumstances such as formal investigations or complaints.
