Warranty Analyst

Job Description

KATERRA exists to help transform construction through technology - every process and every product.

We provide end-to-end building services, creating new efficiencies between design, engineering, construction, project management, and more. Our integrated teams apply the principles of technology and manufacturing to the building industry, bringing fresh minds and innovative approaches to remove unnecessary time and costs from construction projects.

At KATERRA, we lead from every seat. Our ideal team members are self-starters that embrace ambiguity, think big, and bring their own uncompromising standards of excellence.

Warranty Analyst

This position will be accountable for performing warranty support activities according to our published warranty terms and conditions, and for meeting or exceeding established team performance goals. In addition to external customers, this position will regularly work cross-functionally with Project Managers, Self-Perform Teams, Labor Procurement Managers, Direct Material Sales, Material Managers, Field Quality, Logistics, IT, Finance, and the Direct and Indirect Sourcing teams.

Essential Duties & Responsibilities

• Warranty Claim Management: Resolving customer’s warranty claims for material and workmanship defects. Coordinating with Katerra field teams, or authorized service partners, for labor and materials to facilitate repair and replacement activities is the Analyst’s principal responsibility.
• Case Management: Managing requests, answering questions, and providing claim status updates to customers.
• Warranty Master Data: Ensuring products have warranty entitlement information loaded in warranty lifecycle management tools.
• Warranty Lifecycle Management: Providing feedback to Engineering, Product Design, Sourcing, and Quality on failure modes and frequencies.
• Process Engineering: Participate in continuous process improvement efforts and standardize work development for the team.
• Katerra’s Warranty Team provides support for all major lines of business, including new construction, renovation, and direct material sales.
• We develop terms & conditions and warranty processes for construction materials, finished goods, workmanship, major mechanical, electrical, and plumbing systems; building envelope weatherproofing, and long-term structural warranties.
• The Warranty Team’s customers include property management companies, general contractors, and individual end-users.

Required Skills & Experience

• Intermediate to Advanced level of prior experience supporting the residential, multi-family, or hospitality construction industries in a Customer Support or Warranty Support role
• Ability to communicate effectively with external customers and authorized service partners
• Confident working independently & cross-functionally to drive solutions
• Experience with an enterprise CRM case management platform such as Salesforce, Microsoft Dynamics, SAP Qualtrics, Oracle Digital Assistant, Adobe Marketo, HubSpot, NetSuite CRM, Zendesk, etc.
• Experience with SAP
• Microsoft Excel intermediate to advanced skills
• Demonstrated ability to get results

Preferred Skills & Experience

• Degree in Business, Supply Chain Management, Construction Management, or related fields
• Familiarity with Lean Manufacturing concepts
• SAP superuser
• Experience setting up or customizing a CRM platform
• Prior experience with warranty lifecycle management software tools, such as Mize, Tavant, Pega, PTC, or PCMI
• Energized by Katerra’s explosive growth
• A positive outlook on life
• Insatiable curiosity
• The ability to regularly make their teammates smile

NOTICE TO THIRD PARTY AGENCIES:
Please note that KATERRA does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, KATERRA will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, KATERRA explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of KATERRA.