Warranty Claim Associate - Level III
CumminsWe are looking for a talented Warranty Claim Associate to join our Team specializing in Service for our Distribution Business Segment.
In this role, you will make an impact in the following ways:
- Under limited supervision, process warranty related information in appropriate databases while independently manage the full lifecycle of extended warranty requests, including verification of eligibility, billing through BMS, and registration via ECW, ensuring accuracy and compliance with unit-specific requirements.
- Serve as a primary point of contact for internal and external customers by responding to service requests in OneC, providing timely and knowledgeable support regarding extended warranty availability, status, and processing.
- Communicate with stakeholders to gather information in order to properly process and respond to requests in a timely manner, performing due diligence checks prior to updates.
- Participate in cross-training initiatives to support related functions such as Dealer Labor Rate Changes and Warranty Credit Processing, contributing to team flexibility and operational continuity.
- Actively participate in ways to improve the area and processes while promoting and implementing best practices.
To be successful in this role you will need the following:
- Requires significant relevant work experience or specialized skill obtained through education, training or on-the-job experience.
- Demonstrated experience using Business Management System (BMS) and ECW (Certificate registration) systems, familiarity with OneC or similar service request platforms required.
- Prior experience in a dealership environment, OEM and warranty related field preferred.
- Ideal candidate will have a strong accuracy in data entry, detail-oriented with the ability to multi-task, take ownership and drive a project/task effectively and efficiently.
- Excellent communication skills needed with a focus on customer service, especially in remote support environment.
- Please note, this position is currently a remote position with potential to move into a hybrid role.
This is a hybrid role with a flexible location.
Education, Licenses, Certifications
- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Compensation and Benefits
Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.
Key Responsibilities:
Process warranty related information in appropriate databases under limited supervision. Respond to request in a timely manner, performing due diligence checks prior to updates. Communicate with stakeholders to gather information in order to properly process requests
Responsibilities
Competencies:
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Ensures accountability - Holding self and others accountable to meet commitments.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Qualifications
Core Responsibilities
Extended Warranty Lifecycle Management
Independently manage the full lifecycle of extended warranty requests, including verification of eligibility, billing through BMS, and registration via ECW, ensuring accuracy and compliance with unit-specific requirements.
Customer & Dealer Support via OneC
Serve as a primary point of contact for internal and external customers by responding to service requests in OneC, providing timely and knowledgeable support regarding extended warranty availability, status, and processing.
Cross-Functional Collaboration & Support
Participate in cross-training initiatives to support related functions such as Dealer Labor Rate Changes and Warranty Credit Processing, contributing to team flexibility and operational continuity.
Required Skills, Education, or Experience
- Warranty Systems Knowledge: Proficiency in BMS (billing) and ECW (certificate registration) systems.
- CRM/Service Request Experience: Familiarity with OneC or similar service request platforms.
- Attention to Detail: Strong accuracy in data entry and document verification.
- Communication Skills: Clear and professional communication, especially in remote support environments.
Preferred (Nice-to-Have) Qualifications
Prior Experience in Warranty or Dealer Support Roles
Experience in a dealership, OEM, or warranty processing environment is highly desirable.
Technical Product Knowledge
Understanding of unit configurations or product lines to better assess warranty eligibility and coverage.
Work Location
Remote Worker: Can be located anywhere in the United States or Canada