DESCRIPTION
Job Summary:
Manages warranty claims according to the terms and conditions of multiple contracts for multiple international customers. Participates in continuous improvement efforts and standard work development for the department.
Key Responsibilities:
As a National Accounts Service Analyst, you will make an impact in the following ways:
- Administering Warranty Claims : By administering warranty claims according to the terms and conditions of multiple contracts for international customers, you will ensure that customers receive the service they are entitled to, enhancing customer satisfaction and loyalty.
- Maintaining Warranty Profiles : Your role in maintaining global customer warranty profiles will help the organization keep track of warranty obligations and ensure that they are fulfilled in a timely manner.
- Managing Material : Managing material through internal and external suppliers for investigation and/or repair will ensure that warranty claims are addressed efficiently, reducing downtime for customers.
- Identifying Trends : By identifying trends to target and prioritize functional area improvement opportunities, you will help the organization continuously improve its processes and services.
- Preparing Reports : Your preparation of analytical and interpretive reports for management and continuous improvement efforts will provide valuable insights that can guide decision-making and strategy development.
- Improving Tools : Assisting in the improvement of existing tools, and in tools used to analyze and reconcile warranty costs including supplier recovery and partnership agreements, will enhance the efficiency and accuracy of these processes.
- Supporting the Warranty Team : Your support for the warranty team by working on assignments for testing, data conversion, and system configuration will contribute to the overall effectiveness of the team and the quality of its output\
- Cost Reconciliation : Your role in reconciling warranty costs, including supplier recovery and partnership agreements, will ensure that the organization’s financial obligations and recoveries are accurately tracked and managed
RESPONSIBILITIES
To be successful in this role you will need the following:
- Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
- Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Ensures accountability - Holding self and others accountable to meet commitments.
- Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
- Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
- Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
- College, university or equivalent required or equivalent experience required
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
- Intermediate level of relevant work experience, including Call Center Representative experience, required.
- Experience in operation and service of commercial vehicle systems and components required
- Problem solving skill sets required
- Ability to interpret and analyze data
- Experience in a cross-functional team environment required
- Strong interpersonal/customer and communication skills required
- Ability to work independently
- Ability to travel up to 25% (as required) – North America
- Must be able to prepare documents, reports and presentations using Microsoft Office suite applications and other tools.
- This role is ON SITE in Troy MI; Hybrid schedule 3 days in office
QUALIFICATIONS
Overview:
- Adjudicate warranty claims for OEM and National Account fleet customers
- Process warranty claims for other OnTrac groups
- Process and administer Advantage Plan extended warranty applications
- Maintain National Accounts database that includes customer contacts, addresses, warranty rates and payment details.
- Verify and correct accounting records for warranty payments to National Account customers
- Support Regional Service Managers with National Account customer activity and OnTrac claims
- Support Technical Managers in preparing emerging issues data for monthly Product Performance meetings.
- Parts ordering and tracking for critical unit down and other specialty part ordering
- Administer Extended Service Agreements (ESA) for specific vehicles and customers.
- This position requires the individual to possess strong organizational skills, time management skills, and communication skills.
- Maintain high standards of customer satisfaction within area of responsibility.
Additional Responsibilities
- Involvement in all emerging technical issues related to National Account fleets
- Report all National Account related emerging issues to Sr. Manager National field services.
- Provide technical support to the field as directed from the Sr. Manager National field service and OnTrac Technical Managers.
- Support all Regional Service Managers in their technical roles with National Account fleets.
- Involvement with the District Managers and Region Sales Managers when additional technical support is needed or as directed by the Sr. Manager National field service.
- Participate in monthly program/communication meetings to assist in a final solution to emerging issues and to be privy to new issues with Sr. Manager National field service, OnTrac Technical Managers and business unit engineering/quality/program management personnel.
- Support warranty claims processing for National Account fleets
- Understand and administer specifics of approved Extended Service Agreements.
- Review and process warranty claims for timely payments
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Entry Level
Min Salary $65600
Max Salary $98400
ReqID 2402108
Relocation Package No
Cummins and E-Verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.
