The Director of Warranty is responsible for leading and advising of fleet and parts warranty policies and procedures both in the US and Canada. Must collaborate with Engineering, Manufacturers, Product Management, and Customer Service Centers to participate and communicate problem-solving initiatives on fleet issues. The position will be responsible for managing and executing hands-on, day-to-day maintenance of the warranty and recall efforts.
Position Responsibilities Include:- Develop and administer processes and procedures for all end-product warranties.
- Maintain the highest level of customer satisfaction with efficient and timely processing of warranty claims.
- Works with Field Maintenance and RMM's on warranty and campaign issues.
- Serves as liaison between maintenance personnel and manufacture reps.
- Full collaboration and negotiation with internal teams to obtain required information to support claims.
- Negotiation with external dealers and manufacturers to maximize return on products.
- Prepare, distribute and Track OEM campaign notice bulletins
- Prepare and distributes monthly recall progress reports
- Collaborate with Engineering to identify common recurring issues and work with manufacturers to identify solutions and recover costs.
- Manage Warranty Administrators through daily review and processing of warranty and recall claims.
- Processing warranty claims on a timely basis for all maintenance facilities
- Reviewing all work orders to ensure proper documentation and eligibility for warranty claims and follow-up as necessary on missing information.
- Provide direction and training to field users on warranty and recall policies and procedures.
- Verify criteria required by the OEM and understanding each OEMs warranty policy.
- Prepare warranty analysis reports for management review.
- Reconcile warranty receivables and maintaining financial integrity-timely follow-up on payment of outstanding claims
- Other duties as assigned
Position Requirements Include:- College Degree preferred
- Must have ten or more years of experience in a warranty processing
- Significant Bus, Automotive, or truck technical repair experience a plus; mechanical background preferred
- Strong understanding of and experience with OEM vehicle warranty programs, claims processes, and payment reconciliation
- Must have a working knowledge of OEM technical bulletins, factory recalls, and vehicle campaigns
- Advanced knowledge of MS Office Suite Software (Word, Outlook, Excel, Access) and Oracle a plus
- Solid judgment, problem-solving, and decision-making skills
- Ability to provide direction and manage resources
- Ability to work well independently and as part of a team
- Strong communication and listening skills
We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan.
The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.
