Wheeler Machinery Co is hiring a Warranty Operations Analyst

Wheeler Machinery Co is hiring a Warranty Operations Analyst to ensure warranty readiness, recovery support, and advisor enablement. This specialized role focuses on short paid claim analysis, open warranty work order monitoring, and goodwill coordination. It serves as a key bridge between Service Advisors, the Warranty team, and Caterpillar representatives.

What You'll Do

• Review warranty work orders for completeness, accuracy, and policy alignment before claim submission.
• Identify documentation gaps, coding issues, and narrative weaknesses that lead to claim returns.
• Partner with Service Advisors and Acting Advisors to correct deficiencies and improve first-pass claim quality.
• Provide feedback and coaching on how work order structure impacts warranty outcomes.
• Monitor last labor days on open warranty work orders to ensure timely progress and prevent aging.
• Proactively notify leadership of work orders approaching risk thresholds for warranty timing or compliance.
• Coordinate with the Work Order and Warranty teams to resolve delays jeopardizing claim eligibility.
• Track trends related to aging warranty work orders and communicate systemic risks.
• Analyze short paid Caterpillar warranty claims to determine root cause drivers.
• Coordinate resubmission strategies and track short payment trends to provide actionable insights.
• Work closely with Caterpillar representatives to support and structure goodwill requests.
• Gather, validate, and organize supporting information required for goodwill consideration.
• Track goodwill outcomes and identify recurring themes for upstream improvement.
• Train and coach Service Advisors on warranty-relevant work order standards and common errors.
• Serve as a subject matter resource for warranty questions tied to work order execution.
• Support the onboarding and development of Acting Advisors on warranty-related work.
• Act as an operational link between the Work Order department, Warranty team, and Service leadership.
• Participate in continuous improvement initiatives to reduce rework and increase warranty efficiency.
• Support standardization of warranty-related work order practices across advisors and locations.

What We're Looking For

• High school diploma or GED.
• Working knowledge of warranty principles and the Caterpillar warranty environment.
• Strong understanding of the work order lifecycle and Service Advisor responsibilities.
• Strong organizational and time management skills with high attention to detail.
• Effective written and verbal communication skills.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, PowerPoint).
• Working knowledge of Texada, DBS, SIS2, SIMSI, OLG, PSCRM, and Cat Interact.
• Ability to interpret warranty policy and apply it to work order scenarios.
• Analytical mindset with strong problem-solving skills.
• Ability to influence and coach without direct authority.
• Comfortable working cross-functionally in a fast-paced operational environment.
• Ability to perform all work duties safely.
• Contribute positively to company and department morale and culture.
• Positive work attitude and a self-starter mentality.
• Ability to work independently and meet deadlines.

Nice to Have

• 3 years of Warranty experience.

Technical Stack

• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Texada
• DBS
• SIS2
• SIMSI
• OLG
• PSCRM
• Cat Interact

Team & Environment

This role is deeply integrated within the Work Order department. You will serve as a bridge between Service Advisors, Acting Advisors, the Warranty team, and Caterpillar representatives.

Wheeler Machinery Co is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.