Warranty Manager

• High school diploma or equivalent required. Some college and/or technical education preferred.
• A minimum of 3 year relevant experience required.
• Proficiency in basic computer applications (Excel, Word, MS Office 365, etc.)
• Must be able to communicate effectively with customers, co-workers, vendors, or managers related to job functions.
• Demonstrate proficiency in providing excellent customer service and representing Thompson Machinery in a professional manner.
• Must develop functional ability in the use of proprietary (i.e., Caterpillar, etc.) Software.
• Must be able to communicate via email and other methods within programs/systems use by other departments effectively and efficiently.
• Demonstrate comprehension of various factors influencing departmental & corporate profitability.

• Ensure outstanding claims are processed in 10 working days or less
• Ensure warranty recovery is > 95%
• Provide training support for all warranty related PS functions
• Set labor rates with vendors annually
• Report process deficiencies and opportunities for improvement
• Travel to Branches bi-annually for training and feedback
• Continually evaluate warranty and extended coverage products for best recovery and customer experience
• Report common failure modes by machine model
• Regulate warranty functions to meet Caterpillar and TMCC expectations
• Coordinate warranty & policy claims submitted by store locations.
• Maintain communication with regional & national offices on matters concerning assigned locations.
• Maintain current knowledge and resources to maximize efficiency for assigned locations.
• Prepare & distribute reports or analysis to departments.
• Assist with special projects within assigned locations.
• Review and process warranty documentation.
• Open & perform maintenance on work orders and segments.

• Know and follow all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, fully participating in Company accident prevention and safety improvement activities.
• Must have the physical ability to wear Personal Protective Equipment (PPE), including protective glasses, protective gloves, and protective clothing and footwear as required by the job.
• Respond to all customer requests in a professional and courteous, timely and responsive manner.
• Maintain a clean, professional personal appearance at all time, meeting all Company standards for professionalism.
• Keep the Manager continually apprised to assist in answering customer questions and problems when necessary.

• Supports the organization's mission, vision, and values by exhibiting the following behaviors: honesty, integrity, and respect while delivering high quality solutions and maintaining a positive attitude and a safe work environment.
• Accepts responsibility for mistakes or problems. Maintains "ownership" of assigned tasks.
• Demonstrate a positive attitude and a high level of personal credibility and integrity with customers, management, and dealership co-workers.
• Must be dependable. Consistently arrives at work on time when scheduled, fully ready to work.
• Maintain company and product confidentiality.
• Attend and participate in all meetings, trainings, and activities as required.
• Adhere to all Company policies and departmental procedures and rules.
• All other duties as assigned.

• Maintain a clean, safe working environment.
• Communicate effectively, verbally and in writing.
• Must be honest, reliable, and dependable, and display a positive attitude.
• Must be able to work well under occasional pressure or within work standards and deadlines.
• Must be able to work independently and/or with others in a team environment.
• Able to work standard five-day schedule, including daily overtime and occasional weekend hours as needed.
• Meet all eligibility requirements to drive Company vehicles, including a current, valid driver's license issued by the resident State, and maintain current motor vehicle liability insurance.

• Pass pre-employment background check, physical exam including drug screen, and meet all physical requirements for the position.
• Able to lift up to 20-50 pounds occasionally.

Listing is current as of Nov 26, 2024 06:45 PM