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Warranty Analyst

Doosan Infracore North America

This is a Full-time position in Suwanee, GA posted June 17, 2021.

Job Information

Responsible for adjudication of Company product warranty claims in North America, including monitoring dealer compliance, processing of warranty claims based on product and policy knowledge, product-specific system maintenance, communication of policy changes, warranty process and procedure improvements, dealer audits, and warranty reporting as assigned.
Maximize recovery of warranty expense caused by supplier component failures via negotiation with suppliers to resolve disputed claims.  Perform Pareto analysis on claim data to support negotiation and work with technical staff to determine root cause / verify supplier responsibility. Additional responsibilities include preparing and analyzing reporting using statistical analysis to make recommendations and provide findings to all stakeholders. Analysis may prompt remote or infield audits at Polaris dealerships in North America to audit/analyze dealer business processes, determine compliance, assess penalties, and provide process improvement recommendations and training.

Focus on the negotiation of disputed claims, new supplier agreements, and settlement proposals.

Role & Responsibility

Recovery Program Development and Improvement
•    Maximize recovery of warranty expense caused by supplier component failures via negotiation with suppliers to resolve disputed claims.
•    Perform analysis on claim data to support negotiation and work with technical staff to determine root cause / verify supplier responsibility.
•    Evaluate field and internal failures on engineered components by utilizing problem-solving and Pareto analysis tools.
•    Communicate directly with other operational departments as necessary through oral and written presentation to determine root cause of disputed claims and assure resolution of quality related issues.
•    Collaborate with technical staff to review supplier disputed claims to determine correct responsibility and reassign to the appropriate supplier or internal group.
•    Develop and maintain supplier warranty history in support of supplier agreements and settlements.
•    Negotiate with suppliers concerning responsibility for field failures and field modification costs associated with their failed component.
•    Maintain Warranty Recovery backlog for field claims via Bobcat Company’s Supplier Information Center (“BSIC” or “supplier portal”).
•    Develop and continuously improve methods to support receiving, shipping, and reviewing of failed components
•    Prepare and present audit reports using a variety of tools and resources.
•    Review dealership audit results provide findings and make recommendations to management regarding actions and penalties.
•    Initiate and negotiate dealership chargebacks for non-compliant activity. Processes adjustments to dealer accounts.
•    Provide internal customer support to Dealer Support Reps, Technical Service Reps, Warranty Parts Inspectors, and all other internal customers as required.
•    Adjudicate warranty claims as required.
•    Manage vendor warranty recovery initiatives as required.
•    Additional duties as required by the needs of the department or company.

Warranty Claims Management
•    Review dealer-submitted warranty claims for adherence to policy and fair reimbursement. 
•    Ensure accurate information and coding on claims for issue detection and supplier recovery.
•    Suggest and implement opportunities to improve policy or process to increase internal operating efficiencies, improve validity and recovery of claim expenses, or increase ease of dealer claim input and/or quality of information.

Reporting and Communication
•    Create and maintain essential warranty reporting as required by the business.  This including monthly reporting maintenance and execution, design of new reports as required, and custom reporting support for project teams as needed.
•    Communication of report data to stakeholders. 
•    Communication and training on policy and procedure changes to dealers and internal staff.

Job Requirement

•    Education: Associates degree or 5-7 years of similar job experience required.
•    Experience: 2>5 years
•    Travel: >10%
•    Lean Six Sigma Greenbelt Certification Preferred
•    Troubleshooting skills.
•    Comprehensive knowledge of Bobcat products is recommended.
•    Effective verbal & written communication skills.
•    Excellent organizational, prioritization, and planning skills.
•    Proficient PC skills- Microsoft Word, Excel, Access
•    Knowledge in Oracle and SAP a plus
•    Data analysis experience with strong analytical skills is required
•    Experience establishing process and creating sustainable process metrics is requires
•    Excellent written and verbal communication skills; ability to articulate thoughts, ideas, and technical terminology


Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 678-714-6676.  The Company’s Georgia hiring location is Suwanee.

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