Warranty Claims Analyst-Electric Power

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. About the Electric Power Division       Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 100 years in the electric power business, our team has world-class   expertise and a proven ability to adapt to changing demands. We ’ re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Definition    The Warranty Claims Analyst is responsible for coordinating warranty communications, supporting warranty service operations, maintaining warranty-related web content, and administering training activities across the organization. The role also provides support for accounts receivable, collections, cash application, and billing processes to ensure timely payment resolution, accurate account maintenance, and effective customer support.

(Key Responsibilities )   Coordinated review, approval, publication, and maintenance of warranty bulletins and warranty-related documentation.    Managed translation requests for legal, policy, and warranty communications.    Supported Warranty Service Desk operations by resolving inquiries and routing issues to appropriate subject matter experts.    Maintained warranty content, record retention requirements, and information security controls.    Managed delinquent customer accounts, collections activities, payment issue resolution, and billing dispute investigations.    Collaborated with customers and cross-functional teams to resolve accounting and invoicing issues while improving billing processes.    Maintained customer account records and collection communications.    Coordinated and tracked warranty-related rework activities to ensure timely and accurate corrective action completion.    Analyzed warranty claims, rework trends, and defect data to identify root causes and drive continuous improvement initiatives.    Partnered with quality, engineering, and production teams to implement corrective actions and validate solution effectiveness.    Monitored rework costs, warranty expenses, and scrap rates to support cost reduction and operational improvement efforts.   What You Will Have (Key Skills)   Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.   Focuses activities on developing and maintaining positive customer relationships.   Discusses general differences between internally and externally focused organizations.   Cites the cost and benefits of good versus poor customer service.   Explains why customer satisfaction is important to successful product/service delivery.     Data Gathering & Analysis : Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a