Warranty Adjustment Technical Analyst
Tremco Construction Products Group

Job Info

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JOB DESCRIPTION

GENERAL PURPOSE OF THE JOB:

The Warranty Adjustment Technical Analyst is responsible for reviewing all WTI field reports associated with Warranty Adjustment Leaks dispatched to WTI and other qualified contractors. The primary review is to determine if the service call was covered by the warranty specific to that asset. Review of all notes, images, and location of the executed repairs on every field report will also be used to help determine if repairs made on the warranted roof, proper repairs were made in an approved manner and to the extent the work is billable to the account. This position is also responsible for QC reviews to ensure the integrity of field reports and to help determine if further training is necessary for the field resources, as well as determining the efficiency, technique, material used and repair quality.

ESSENTIAL DUTIES AND RESPONSIBILITIES: List the job's essential or principal functions and responsibilities. Include all critical aspects of the job -- whether performed daily, weekly, monthly, or annually; and any that occur at irregular intervals.

• Daily review/audit of field reports across multiple platforms i.e. OLI, Leak Tracking System, call center, more.
• Directly address areas of concern to the filed resources supervisor and document next action
• Escalation of all areas of concern that may require notification of stakeholders across safety, operations, businesses.
• Attend bi-weekly meetings with the Warranty Adjustment Team and bring all concerns to the attention of the team for further discussion and action as necessary.
• Attend Technical Review call weekly to discuss scopes of work, material compatibility, sequencing of components and all concerns related to effective repairs.
• Communicate as necessary to stakeholders (Management, Sales, Accounting, Customer, WTI) the determination for final decision.
• Provide a monthly report to the Executive Director detailing all billable activity and areas of concern.
• Assist with document gathering, investigation, and recommendation of customer quality concerns.
• Identify areas for process improvement and recommend controls or process changes.
• Recommend policy and procedure changes based on validation and reporting findings.
• Validate field performance and use of reporting tools and processes.
• Participate in quality plan development to improve reporting processes.

EXPERIENCE:

• Extensive knowledge of commercial roofing, safety, repair techniques, proper material usage.
• Full understanding of the complexities of repairs relative to different system types.
• Management experience supervising field resources.
• Extensive knowledge of cost associated with commercial roofing labor and scopes of work.

OTHER SKILLS AND ABILITIES:

• Superior written, oral, and digital communication skills.
• Able to effectively communicate with all levels of field personnel.
• Processing information: compiling, cataloging, calculating, auditing, or verifying information or data.
• Bilingual (Spanish) is a plus but not required.

OTHER QUALIFICATIONS:

• Technical writing experience in the building envelope market.
• Experience using various information resources, including online databases, publications, etc.
• Ability to multi-task and change priorities as needed.
• Ability to work effectively, independently, and in a team environment.
• Excellent oral and written communication skills.
• Organizing, planning, and prioritizing work: developing specific goals and plans to prioritize, organize, and accomplish work.
• Thinking creativity: developing, designing, or creating new applications, ideas, and relationships.
• Proficient with computers, operating systems, and Microsoft Office Suite (Word, Excel, and Office).

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.

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