Warranty Manager at Thompson Machinery
Memphis, TN
About the Job
Warranty Manager
ABOUT THE COMPANY
At Thompson Machinery, we offer a unique opportunity for candidates to join our team as a Caterpillar equipment dealer, serving the middle and west Tennessee and northern Mississippi regions since 1944. As industry leaders, we take pride in delivering exceptional equipment solutions to a diverse range of sectors, including construction, forestry, mining, agriculture, and more. As a total equipment solution provider, we extend our expertise to cater to trucking, power generation, and marine businesses. We value the relationships we build with our customers, employees, and the communities we serve. Beyond our business endeavors, we actively engage in philanthropic efforts and community initiatives, making a positive impact on society. As part of our team, candidates will have the opportunity to be a part of an organization that prioritizes customer satisfaction, excellence in service, and community growth. If you are seeking a fulfilling career with a company that values its employees and strives to make a difference, Thompson Machinery is the ideal place to realize your potential and achieve professional success.
JOB PROFILE
The Warranty Manager is responsible for overseeing and managing the coordinating, collecting, documenting, submitting, tracking, and accounting of all warranty and policy activities related to all Cat equipment. The individual will work closely with the service departments and with the company’s accounting functions. This individual must have experience with Caterpillar warrant experience.
BASIC REQUIREMENTS
- High school diploma or equivalent required. Some college and/or technical education preferred.
- A minimum of 3-year CAT 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.
RESPONSIBILITIES
- 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.
Safety
- 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.
Business
- 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.
Work Conditions
- 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.
Physical Requirements
- 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.
Thompson Machinery offers competitive salaries and a complete benefits package. Compensation for this position will be commensurate with the candidate’s experience and background. Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.