Warranty Consultant

at Caterpillar, Inc. in Mossville, Illinois, United States

Job Description

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.

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us.

Job Summary:

Coordinates the warranty claims process.

What You Will Do:

- Establish Supplier Warranty Recovery governance processes and performance targets for all verticals

- Drive Supplier Warranty Recovery for CPI projects across all verticals

- Lead collaboration between Buyers, CPI Teams, and Suppliers for supplier recovery

- Support and develop governance processes for the Send It Back process

- Participate in the PROcure project for Supplier Warranty Recovery module development

- Manage Supplier Warranty Recovery projects as assigned by leadership

- Support all other Product Group initiatives

- Update/create all new standard work documents for warranty recovery processes

- Review terms of Warranty Administration Agreements and provide approvals for new contracts

Education Requirement:

Bachelor’s degree minimum, Master’s degree preferred in Business Management, Manufacturing, Operations, Data Science/ Data Analytics

What Skills You Will Have:

Customer Focus:

- Previous Product Group/Support experience

- Facilitates creation of the ‘right’ products and services to resolve customer business issues.

- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

- Advises others on creating customer focused environments in various scenarios.

- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.

- Communicates and models the criticality of customer focus as an organizational strategy.

Data Gathering & Analysis:

- Experience with PowerBI, Tableau, database administration, coding languages (SQL, Python, R), and other data analytics tools/processes

- Follows proper data gathering and analysis processes and policies.

- Reports problems that arise in the data collection process.

- Participates in gathering and analyzing an organization’s data based on requirements.

- Documents data from various sources and in various formats.

- Utilizes basic data collection and evaluation tools and techniques.

Service Excellence:

- Experience with warranty processes, purchasing contracts, invoicing, and negotiations

- Provides a quality of service that customers describe as excellent.

- Resolves common customer problems.

- Responds to unexpected customer requests with a sense of urgency and positive action.

- Provides direct service to internal or external customers.

- Documents customer complaints in a timely manner.

Consulting:

- Previous Project Management experience

- Explains the requirements, deliverables, costs, and criticalities of the assignment.

- Participates in developing consulting opportunities or assignments.

- Uses formal and informal means to keep client informed on progress and issues.

- Carries out the agreed-upon consulting assignment in a professional manner.

- Documents client’s objectives and project scope.

Effective Communications:

- Delivers helpful feedback that focuses on behaviors without offending the recipient.

- Listens to feedback without defensiveness and uses it for own communication effectiveness.

- Makes oral presentations and writes reports needed for own work.

- Avoids technical jargon when inappropriate.

- Looks for and considers non-verbal cues from individuals and groups.

Problem Solving:

- Self-starter who is not afraid to solve challenging tasks and develop innovative solutions

- Identifies and documents specific problems and resolution alternatives.

- Examines a specific problem and understands the perspective of each involved stakeholder.

- Develops alternative techniques for assessing accuracy and relevance of information.

- Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

- Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management:

- Provides prompt and effective responses to client requests and interactions.

- Monitors client satisfaction levels on a regular basis.

- Alerts own team to problems in client satisfaction.

- Differentiates the roles and responsibilities in a business relationship.

- Works with clients to address critical issues and resolve major problems.

Technical Excellence:

- Experience using web tools like RWA, SIMSi, HVC, Claimsi, PROcure, and CPI

- Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.

- Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.

- Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.

- Applies current procedures and technologies to help resolve technical issues in one’s general area of technical competence.

- Helps others solve technical or procedural problems or issues.

Additional Information

The location for this position is Mossville, IL.

Relocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected candidate.

This position will require less than 10% travel.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

+ Competitive Base Salary

+ Annual incentive bonus plan*

+ Medical, dental, and vision coverage

+ Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

+ 401k savings plan

+ Health savings account (HSA)

+ Flexible spending accounts (FSAs)

+ Short and long-term disability coverage

+ Life Insurance

+ Paid parental leave

+ Healthy Lifestyle Programs

+ Employee Assistance Programs

+ Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on