Warranty Claims Analyst-Electric Power

About the Electric Power Division

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 100 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Role Definition

The Warranty Claims Analyst is responsible for coordinating warranty communications, supporting warranty service operations, maintaining warranty-related web content, and administering training activities across the organization. The role also provides support for accounts receivable, collections, cash application, and billing processes to ensure timely payment resolution, accurate account maintenance, and effective customer support.

What You Will Do (Key Responsibilities)

• Coordinated review, approval, publication, and maintenance of warranty bulletins and warranty-related documentation.

• Managed translation requests for legal, policy, and warranty communications.

• Supported Warranty Service Desk operations by resolving inquiries and routing issues to appropriate subject matter experts.

• Maintained warranty content, record retention requirements, and information security controls.

• Managed delinquent customer accounts, collections activities, payment issue resolution, and billing dispute investigations.

• Collaborated with customers and cross-functional teams to resolve accounting and invoicing issues while improving billing processes.

• Maintained customer account records and collection communications.

• Coordinated and tracked warranty-related rework activities to ensure timely and accurate corrective action completion.

• Analyzed warranty claims, rework trends, and defect data to identify root causes and drive continuous improvement initiatives.

• Partnered with quality, engineering, and production teams to implement corrective actions and validate solution effectiveness.

• Monitored rework costs, warranty expenses, and scrap rates to support cost reduction and operational improvement efforts.

What You Will Have (Key Skills)

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Focuses activities on developing and maintaining positive customer relationships.

• Discusses general differences between internally and externally focused organizations.

• Cites the cost and benefits of good versus poor customer service.

• Explains why customer satisfaction is important to successful product/service delivery.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• Describes alternative data-gathering techniques and tools.

• Documents basic data-gathering methodologies.

• Identifies the purposes of data gathering and analysis.

• Identifies key objectives in gathering and analyzing data.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Cites personal experiences of receiving excellent customer service.

• Describes examples of poor, mediocre, and excellent service.

• Explains how managing customer perceptions and expectations enhances customer service.

• Describes several important business benefits of providing high quality service.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Describes non-verbal behaviors that influence the interpretation of the message.

• Cites examples of effective and ineffective communications.

• Explains the importance of effective business communication.

• Speaks/writes using correct language, mechanics, and gestures.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Explains the value of a disciplined approach to problem solving.

• Describes problem reporting and escalation practices. Utilizes accepted procedures for problem analysis and resolution.

• Identifies key aspects of problem-solving techniques used in own area.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Provides examples of the characteristics of effective business relationships.

• Identifies key business relationships in own organization.

• Describes the nature of a productive business relationship.

• Explains the benefits of building business partnerships.

What Will Put You Ahead

• Experience in warranty administration, customer support, accounts receivable, collections, billing, or related business operations.

• Strong analytical, organizational, and problem-solving abilities with experience utilizing data to identify trends and drive improvements.

• Excellent written and verbal communication skills, including the ability to develop training materials and communicate effectively across diverse stakeholders.

• Proven ability to coordinate processes and projects across multiple teams and business partners.

• Proficiency with Microsoft Office applications, particularly Excel and Word.

• Experience using CRM systems, web content management platforms, and other business applications.

• Knowledge of Caterpillar Warranty Processes and Policies.

• Experience developing, coordinating, and delivering training programs or educational materials.

• Strong data collection, reporting, and performance analysis skills.

• Ability to manage multiple priorities while maintaining accuracy and attention to detail.

Additional Information

• Location: Alpharetta, GA

• Relocation is not available for this position.

• Visa Sponsorship is not available for this position.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.