Warranty Claims Processor

Job Summary

The Warranty Claims Processor is responsible for processing and monitoring dental equipment warranty claims and acts as a liaison between field service personnel and manufacturers on warranty policies. This position will also act as a liaison between vendors and internal financial shared services to ensure proper payment by vendors and credits are applied to Patterson Dental.

Why join the Patterson Dental National Repair Center team?

Patterson Companies is an industry-leading specialty distributor serving the dental, veterinary and rehabilitation supply markets. Driven to meet the needs of healthcare professionals in these growing markets, Patterson provides a total-package approach to doing business. Employees at the National Repair Center have been working with dentists for decades and understand how important handpieces and other small equipment are to a practice.

Our customers benefit the knowledge that comes from our certified technicians who can diagnose and fix nearly any issue, as well as the convenience and peace of mind that come with relying on one trusted partner for everything they need.

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Monitor Warranty Claims

• Utilize both Company and vendor (where applicable) programs to monitor incoming claims
• Receive feedback from vendors regarding claim credits and declines, and communicate back to field service
• Contact internal financial shared services or field branch locations regarding aging claims to ensure prompt return to and credit from vendor partners
• Research warranty requirement policies for multiple vendors

Parts Processing

• Receive incoming shipments of parts from field service (branch locations) on daily basis
• Consolidate parts by vendor
• Ensure all appropriate documentation required by both Patterson and manufacturers accompany each returnable part
• Prepare consolidated returns for shipment to vendors

Claims Processing

• Enter required claim/returns data into vendor portals as required by various vendors
• Update SAP system to reflect status of return/claim
• Utilize Company programs to research and answer inquiries from both internal and external partners
• Create required shipping documents

Communication

• Create clear and concise email and/or fax communications
• Understand and have the ability to clearly explain claim requirements
• Resolve warranty claim discrepancies between field service (branch locations) and manufacturer
• Communicate all changes of vendor warranty policies and/or processes to internal OCM group for change management distribution
• In addition to the essential functions listed above, the incumbent may perform the following additional functions.
• Performs other duties as assigned

• High school diploma required
• Expresses strong customer service orientation or related experience through excellent written and verbal/phone communication skills, with a two-year minimum experience in customer service environment
• Proven understanding of vendor warranty concepts and possession of the ability to research concepts and data
• Exhibits strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, while showing a great attention to detail
• Prior experience in shipping or receiving process that includes creating or interpreting transportation documentation
• Uses technology with efficiency and possesses core computer skills, including knowledge in Microsoft 365 business suite
• Ability to positively contribute to the team environment by taking initiative to learn and improve upon skillsets
• Outstanding troubleshooting and problem-solving skills
• Ability to multi-task in a fast-paced environment

• Associates degree or equivalent technical training
• Previous experience in a service, repair, or parts management center environment
• Ability to read and understand parts schematics
• Experience using SAP or similar customer relationship management (CRM) system

• Operating a computer or other office devices for the majority of the workday
• May occasionally need to move packages up to 50 pounds such as office supplies or equipment
• Must be able to communicate with others in person, over the phone, and in writing.
• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors
• Must be able to read and interpret various electronic and written documents.

• This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

The potential…