Position Summary
The Warranty Specialist is responsible for reviewing, validating, processing, and coordinating warranty claims related to heavy equipment and machinery operations. This role supports dealers, service teams, and Business Units (BU) by ensuring warranty claims are technically accurate, compliant with company policies, and properly documented.
The ideal candidate has previous heavy equipment technician or service experience, strong technical troubleshooting knowledge, and the ability to communicate effectively in both English and Mandarin. This position also supports warranty payment coordination, old parts return tracking, and dealer communication throughout the warranty process.
Key Responsibilities
1. Warranty Claim Review & Technical Evaluation
- Review and evaluate warranty claims submitted by dealers and internal service teams for technical accuracy and warranty compliance.
- Verify labor hours, parts usage, failure descriptions, diagnostic information, and repair procedures.
- Analyze service reports, machine history, photos, inspection records, and supporting documentation.
- Identify incomplete, incorrect, duplicate, non-warrantable, or potentially abusive claims.
- Communicate with technicians and dealers to clarify technical issues or request additional supporting materials.
- Provide guidance to dealers regarding warranty policies, claim standards, and required documentation.
- Support root cause analysis and warranty cost control initiatives.
2. Warranty Claim Processing & BU Coordination
- Submit warranty claims to the applicable Business Unit (BU) through internal systems and platforms.
- Track claim processing status and maintain timely follow-up on approvals, rejections, and pending items.
- Coordinate with Business Units regarding technical questions, claim disputes, or returned claims.
- Summarize and communicate rejection reasons to dealers and assist with claim corrections or resubmissions when required.
- Maintain accurate and organized warranty claim records and documentation.
3. Warranty Payment & Financial Support
- Process approved claim payment requests within the ERP system (e.g. D365).
- Verify consistency between warranty claims, settlement records, and payment information.
- Support internal financial settlement and cost transfer processes related to warranty claims.
- Assist with monthly reporting and internal documentation related to warranty expenses and approvals.
4. Old Parts Return Management
- Coordinate and monitor returned warranty parts from dealers and service locations.
- Verify returned parts information, including claim numbers, quantities, and return status.
- Maintain accurate tracking records and old parts inventory logs.
- Report and follow up on missing, damaged, or inconsistent returned parts.
- Support Business Unit inspection or audit requests related to old parts management.
5. Dealer & Internal Communication
- Communicate professionally with dealers regarding claim status, approvals, payment progress, and technical requirements.
- Support communication between dealers, technicians, internal departments, and overseas Business Units.
- Assist in resolving warranty-related operational and technical issues in a timely manner.
- Provide bilingual communication support in English and Mandarin when required.
6. General Administrative & Operational Support
- Maintain warranty-related reports, databases, records, and KPI tracking information.
- Ensure all warranty processing activities comply with company procedures and documentation standards.
- Support continuous improvement initiatives related to warranty operations and claims management.
- Perform additional duties related to warranty administration, product support, or service operations as assigned.
QualificationsEducation & Experience
- Previous experience as a heavy equipment technician, field service technician, or warranty specialist is required.
- Experience in construction equipment, heavy machinery, agricultural equipment, trucking, or related industries is preferred.
- Experience reviewing and processing warranty claims is strongly preferred.
- Experience working with dealer networks and manufacturer warranty systems is considered an asset.
- College diploma, trade certification, or equivalent technical training is preferred.
Technical Knowledge
- Strong understanding of heavy equipment repair and troubleshooting processes.
- Ability to interpret service reports, repair procedures, and technical documentation.
- Familiarity with hydraulic, electrical, engine, and mechanical systems is preferred.
- Understanding of warranty policies, labor time evaluation, and parts replacement standards is an asset.
Pay: $24.00-$33.00 per hour
Work Location: In person
