Warranty Operations Analyst

The Warranty Operations Analyst is a specialized operational role focused on warranty readiness, recovery support, and advisor enablement, with a strong emphasis on short paid claim analysis, open warranty work order monitoring, and goodwill coordination. This position is deeply integrated within the Work Order department and serves as a bridge between Service Advisors, Acting Advisors, Warranty, and Caterpillar representatives.

This role does not submit warranty claims to Caterpillar and does not close work orders, but requires a strong working knowledge of the warranty claim lifecycle in order to improve upstream execution, reduce preventable losses, and support recovery outcomes.

Duties and Responsibilities

Warranty Readiness & Work Order Quality

• Review warranty related work orders for completeness, accuracy, and policy alignment prior to claim submission by the Warranty team.
• Identify documentation gaps, coding issues, labor/segment inconsistencies, and narrative weaknesses that commonly lead to claim returns or short payments.
• Partner with Service Advisors and Acting Advisors to correct deficiencies and improve first pass claim quality.
• Provide feedback and coaching on how work order structure and documentation impact warranty outcomes.

Monitoring Open Warranty Work Orders

• Monitor last labor days on open warranty work orders to ensure timely progress and prevent avoidable aging.
• Proactively notify Advisors, Acting Advisors, and leadership of work orders approaching risk thresholds for warranty timing, documentation, or compliance.
• Coordinate with the Work Order department and Warranty team to resolve delays that could jeopardize claim eligibility or recovery.
• Track trends related to aging warranty work orders and communicate systemic risks or improvement opportunities.

Short Paid Claim Analysis & Recovery Support

• Monitor and analyze short paid Caterpillar warranty claims to determine root cause drivers, including: 
• Documentation or narrative gaps
• Labor or segment alignment issues
• Policy interpretation constraints
• Coordinate with the Warranty team to support resubmission strategies where applicable.
• Track short payment trends and provide actionable insights to Advisors, Warranty leadership, and Work Order management.

Goodwill Coordination with Caterpillar

• Work closely with Caterpillar representatives to support goodwill requests related to warranty outcomes.
• Assist in gathering, validating, and organizing supporting information required for goodwill consideration.
• Act as an operational liaison to ensure goodwill requests align with warranty context and work order facts.
• Track goodwill outcomes and identify recurring themes or opportunities for upstream improvement.

Advisor & Acting Advisor Training and Enablement

• Train and coach Service Advisors and Acting Advisors on: 
• Warranty relevant work order standards
• Documentation expectations
• Common errors that impact claim acceptance and payment
• Serve as a subject matter resource for warranty related questions tied to work order execution.
• Support onboarding and development of Acting Advisors assigned warranty related work.

Cross Functional Coordination & Process Improvement

• Serve as a key operational link between the Work Order department, Warranty team, and Service leadership.
• Participate in continuous improvement initiatives aimed at reducing rework, improving recovery, and increasing warranty efficiency.
• Support standardization of warranty related work order practices across advisors and locations.

Qualifications

• Ability to perform all work duties safely.

Education

• High School Diploma or GED (required)

Required Qualifications

• High school diploma or GED.
• Working knowledge of warranty principles and Caterpillar warranty environment.
• Strong understanding of the work order lifecycle and Service Advisor/Acting Advisor responsibilities.
• Strong organizational and time management skills with attention to detail.
• Effective written and verbal communication skills.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, PowerPoint).
• working knowledge of Texada, DBS, SIS2, SIMSI, OLG, PSCRM and Cat Interact.
• Characteristics
• Contribute positively to the company and department morale and culture.
• Positive work attitude
• Self-Starter
• Ability to work independently and meet deadlines.

Knowledge, Skills & Abilities

• Ability to interpret warranty policy and apply it to work order scenarios.
• Analytical mindset with strong problem solving skills.
• Ability to influence and coach without direct authority.
• Comfortable working cross functionally in a fast paced operational environment.
• 3 years of Warranty experience preffered

Measures of Success

• Reduced aging of open warranty work orders
• Reduction in avoidable short paid claims
• Improved first pass warranty readiness of work orders
• Improved goodwill outcomes and coordination
• Increased advisor understanding of warranty expectations
• Reduced rework and escalation between Work Order and Warranty teams

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).