Senior Warranty & Process Improvement Analyst

Copeland; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Copeland in Manila is seeking a Warranty Analyst to manage claims, ensure accurate submissions, and support continuous improvement across warranty processes.

You will review reports, approve or reject claims, analyze customer feedback, and collaborate with cross-functional teams to strengthen service quality and turnaround times. 7-9 years in a customer-facing role and familiarity with Tavant are preferred.

Qualifications

• Ideal candidate will have 7-9 years of experience in a customer facing role.

Responsibilities

• Analyze and improve warranty processes to enhance customer experience, increase operational efficiency, and ensure policy compliance.
• Serve as a primary point of contact for warranty-related inquiries, providing guidance to customers and internal stakeholders on programs, procedures, and claim requirements.
• Gather, analyze, and communicate customer feedback, system issues, and business needs to support continuous improvement initiatives and digital tool enhancements.
• Develop and maintain warranty performance metrics, reports, and trend analyses to support strategic decision-making and drive business improvements.
• Collaborate with cross-functional teams to identify opportunities, resolve warranty-related challenges, and implement solutions that improve service, quality, and turnaround times.
• Filing Customer Claims (FF, LR, Parts, Samples) – Create warranty claims in Tavant on behalf of customers as requests are received.
• CATS Report Review & LR Approvals (Weekly) – Pull and review the CATS report to evaluate line return (LR) claims. Approve or reject claims based on inspection results and warranty guidelines.
• Bulk Upload Processing (Monthly) – Prepare and submit bulk claim files in Tavant the Big 6 OEM customers. Validate data prior to upload to avoid rework or errors.
• Claims Processing (Daily) – Approve or reject warranty credit for AC OEM claims and generate credit/debit memos for the claims.
• Tavant System Improvement – Identify issues with the Tavant system and work with the Tavant support team to provide a sustainable solution for the problems. Conduct testing of these solutions before moving changes to our production site.

Tools

Tavant

Job description

Copeland in Manila is seeking a Warranty Analyst to manage claims, ensure accurate submissions, and support continuous improvement across warranty processes.

You will review reports, approve or reject claims, analyze customer feedback, and collaborate with cross-functional teams to strengthen service quality and turnaround times. 7-9 years in a customer-facing role and familiarity with Tavant are preferred.