Process and evaluate warranty claims in accordance with XCMG's warranty policies and procedures. Review and validate warranty claims submitted by customers, ensuring accuracy and compliance with warranty terms. Liaise with customers, service technicians, and internal departments to gather necessary information and resolve warranty issues. Maintain accurate records of warranty claims, repairs, and resolutions in the warranty management system. Provide timely updates to customers regarding the status of their claims, ensuring clear communication throughout the process. Assist in identifying recurring warranty issues and work with the quality control and engineering teams to address root causes. Collaborate with the parts department to ensure timely availability of parts required for warranty repairs. Analyze warranty data to track trends and help identify opportunities for process improvements. Manage warranty cost reporting and assist in the preparation of warranty budgets and forecasts. Handle escalated warranty-related inquiries and concerns from customers or dealers in a professional and effective manner. Assist with training new employees or dealers on warranty processes and procedures as needed.

High school diploma or equivalent required; bachelor’s degree in business, engineering, or a related field preferred. Minimum of 2 years of experience in warranty administration, customer service, or a related role, ideally within the OEM, construction equipment, or automotive industry. Strong understanding of warranty processes, product service support, and customer relationship management. Excellent organizational and problem-solving skills, with attention to detail. Strong communication skills, both written and verbal, with the ability to handle sensitive customer situations professionally. Ability to work independently as well as part of a team in a fast-paced environment. Proficiency in Microsoft Office Suite (Excel, Word, Outlook), and experience with warranty management software is a plus. Knowledge of XCMG’s products and services, or the willingness to learn, is preferred.