Description

Objective

Position duties include but are not limited to: assisting with processing warranty and customer damage claims for the Rental Services Division.

Responsibilities

• Register extended coverage with manufacturer on all product lines, tracking premium expenses and discounts. Enter warranty type code for new machines in associated computer system.
• Follow up and capture Rental Division sales and enter the information into the CAT database.
• File warranty claims for policy/goodwill, sales, parts, and service departments.
• Assist in coordinating service calls for Reith Riley and Norfolk Southern.
• Research and validate warranty information for each machine in manufacturers' warranty system.
• Validate work order through electronic database, making sure all pertinent information is correct. Update and monitor Scheduled Maintenance Form to ensure the proper services are being performed on the correct machine model.
• Invoice/claim work orders in the manufacturers’ warranty system, generating invoice for manufacturer, and charging remaining amounts to the dealer warranty account.
• Document customer damage with details and photos. Update information in L Share.
• Track the parts for warranty returns and ensure we are being paid for them.
• Monitors PSP and PIP and ensures completion before expiration date. This may be for MacAllister owned machines or on customer owned machines and can be for all types of machine manufactures.  
• Coordinates the customer damage process by informing the appropriate individuals keeping them updated throughout the process.
• Responsible for developing a quote for the damage including parts and labor costs.
• Organizes and updates safety and operators manuals housed at the West Washington Street location.
• Complete any and all special assignments or projects from manager on a timely basis.

Qualifications

• Knowledge, skills, and abilities typically acquired through a high school education.
• 3 years’ experience with equipment preferably with a rental company or Caterpillar and/or in a position dealing with warranty and/or customer damage situations.
• Strong decision-making skills and good creative thinking and goal-setting skills.
• Great problem-solving skills with the ability to interpret and apply policies, procedures and guidelines.
• Strong understanding of warranty administration.
• The ability to inspect machines and components that may include: exposure to the outside elements, heavy lifting (70+ pounds), physically climbing on machines, and the ability to navigate and maneuver in the various locations where machines are found.
• Great computer skills, including experience using Microsoft Office. Moderate experience using database systems.
• Demonstrates good oral communication skills, responding promptly, thoroughly, and professionally to requests.
• Demonstrates good written communication skills; accurately and professionally completing documents required for the job, serving both internal and external needs.
• Dedicated self-starter with the ability to work independently without the need for daily direct supervision.
• The ability to work overtime and weekends.
• The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates, and customers.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.