Summary:

A Warranty Analyst is responsible for reviewing and analyzing warranty claims submitted by dealers, identifying trends in product failures, assessing claim validity based on policy guidelines, and working to minimize warranty costs by collaborating with internal teams to address root causes of issues and implement preventative measures; essentially acting as a data-driven quality control specialist focused on warranty processes and customer satisfaction.

Essential Duties and Responsibilities:

• Claim review, processing and analysis.
• Data reporting and trend identification
• Root cause analysis
• Dealer interaction
• Cost management
• Compliance and policy management.
• Process orders, warranty claims, and warranty registrations.
• Answer calls and emails professionally.
• Proficient use of Microsoft Office tools.
• Respond to dealer and consumer inquiries.
• Research required information using available resources.
• Manage and resolve dealer and consumer concerns / questions quickly.
• Provide dealers and consumers with product and service information.
• Enter consumer information in CRM system.
• Identify and escalate priority issues.
• Follow up as necessary to ensure case closure.
• Track actions / contacts.
• Administrative and other tasks as assigned.
• Other duties as assigned.

Qualifications: Required skills for a Warranty Analyst:

• Strong analytical skills with proficiency in data manipulation and interpretation.
• Excellent problem-solving abilities to identify root causes of issues.
• Detail-oriented with strong attention to accuracy.
• Effective oral and written communication skills to interact with dealers and cross-functional teams.
• Proficiency with data analysis tools and software (Microsoft suite tools).
• Knowledge of product design, manufacturing processes, and warranty terms and conditions.

Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience; Proficient in relevant computer applications; Knowledge of customer service principles and practices; Three years or more experience in a call center environment preferred; Customer service experience; Excellent data entry/keyboard skills; Knowledge of administration and clerical processes; Relevant product knowledge related to the marine industry a plus.

Language Skills: Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints with empathy.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications: The key role of this Warranty Analyst is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently make decisions and process data within a complex system. The preferred candidate will have over 3 years prior experience in a high-volume data entry role, as well as a proven ability to work independently and to communicate effectively with others in the work group, dealer personnel, and consumers.

• The employee must enjoy customer service. He or she must have the ability to use various computer programs; Microsoft Word, Excel, Outlook, 10-key pad, databases, etc. The employee must project a professional image at all times and must be able to troubleshoot problems and provide answers to our customer’s inquiries. In addition, this position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.
• Assist with year-end physical inventory, may require working over a weekend.

Work Environment:

• Majority of tasks are within an office environment, with occasional (approximately 10% of time) spent in manufacturing environment which may include conditions such as: Wet or humid conditions (non-weather); Work near moving mechanical parts; Outdoor weather conditions; Typical 8-hour workdays, occasional overtime required.
• Safety glasses and closed toed shoes required when on production floor.

Competencies:

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Motivation: Measures self against standard of excellence.

Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality: Is consistently at work, on time and complies with Malibu Boats attendance policy.

Dependability: Takes responsibility for own actions.