Senior Warranty Claims Coordinator

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Senior Warranty Claims Coordinator will lead the processing of warranty claims and returns with precision and efficiency, ensuring strict compliance with company policies and maintaining the highest standards of accuracy. This senior role will proactively collaborate with regional teams to address complex challenges in diverse markets, leveraging expertise to implement effective solutions. Additionally, the Senior Coordinator will play a pivotal role in enhancing customer support, ensuring a seamless and superior experience throughout the claims and returns process. 

What You Will Do at Graco  

Warranty Claims Processing  

• Oversee accurate and timely entry, validation, and reconciliation of warranty claims across CRM, WOW, ERP, and logistics systems (Precision and/or Brigg). 

• Analyze claims that fall outside published policies, determine root causes, and recommend appropriate resolutions or policy clarifications. 

• Ensure accurate matching of warranty RGAs (WRAs) to returned products and validate disposition outcomes. 

• Direct coordination of returned product flow to engineering, vendors, quality, or used equipment programs, ensuring proper documentation and traceability. 

Customer and Distributor Interaction  

• Respond to customer and distributor inquiries and disputes    

• Clearly communicate warranty policy and any references to policy to both internal teams and external customers and distributors. 

• Collaborate closely with Sales, Engineering, Quality, Logistics, Finance, and regional teams to drive timely resolution and alignment. 

• Influence stakeholder decisions by providing data-driven insights and expert recommendations. 

Documentation and Reporting  

• Ensure integrity, accuracy, completeness and up-to-date warranty claim files and databases.  

• Analyze warranty data and trends to identify risks, recurring issues, and opportunities for cost reduction and performance improvement. 

• Develop and report on key warranty metrics, supporting leadership decision-making and continuous improvement initiatives. 

• Contribute to forecasting and strategic planning related to warranty exposure and program effectiveness. 

Process Improvement  

• Support continuous improvement initiatives to enhance warranty processes, controls, and customer experience. 

• Champion customer adoption of online warranty claim submission tools.