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

• 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.

• College, university or equivalent required or equivalent experience required
• This position may require licensing for compliance with export controls or sanctions regulations.

• 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