Warranty Claims Processor

As a Warranty Claims Processor at Patterson, you will be responsible for processing and monitoring dental equipment warranty claims and act as a liaison between field service personnel and manufacturers on warranty policies.  You 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.    

In this role, you will:

Monitor Warranty Claims

• Utilize both Company and vendor 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 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

Qualifications:

• 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

• Uses technology with efficiency and possesses core computer skills, including knowledge in Excel

• Will need to move 15-20 pounds regularly and up to 75 pounds occasionally