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Position: Warranty Manager
Reports to: Director Aftersales, Planning & Strategy
Company: Original Equipment Manufacturer
Location: GTA
Career Type: Permanent
Posting: January 2014

Job Description:

The Manager, Warranty ensures proper administration and payment of warranty claims and develops warranty expense controls. The Manager, Warranty analyzes and reports on warranty trends as well as makes recommendations on Warranty Program improvement. This is done while maintaining customer satisfaction and competitiveness in the industry. This position oversees all activities of the warranty department staff and levels of warranty application based on established parameters outlined in the Warranty/Maintenance and Roadside Assistance Booklet and the Policy and Procedures Manual.

Job Responsibilities:

• Develop and administer department budget. Monitor actual warranty costs against the warranty forecast.
• Review on a continuous basis the warranty claims processing system, policies and procedures in order to improve efficiency and analysis of warranty claims. Communicates with internal and external stakeholders regarding changes.
• Oversee the proper payment of warranty claims rejected by the AS400 on operation codes for billable labour hours/parts identified as warrantable. This involves working closely with adjudicators and coaching them on the proper decision when needed.
• Regularly monitor and enforce the proper application of all warranty parameters as defined by the Company by applying strong knowledge of these parameters to ensure dealers are applying the warranty parameters properly.
• Work in conjunction with the Director, AfterSales Planning & Strategy to produce an annual Warranty/Maintenance Roadside Assistance Booklet
• Manage all aspects of recall and service campaigns including set-up and implementation within the Company’s DCS system in conjunction with WHQ and the Director – AfterSales, Planning & Strategy.
• Handle all communication with WHQ and US Office on recall or service campaigns and coordinate the distribution of necessary information with all internal (in particular CustomerCare department) and external stakeholders
• Liaise with WHQ and US Office regarding planning for future recall possibilities
• Identify and analyse above normal failure rates and trends that may affect customer satisfaction and/or warranty cost.
• Review new warranty parameters on new technology which may be dictated by competitors and US Office as well as existing warranty parameters identified by District AfterSales Managers or dealers.
• Responsible for various reports including but not limited to –
  • Warranty expense for the Company and WHQ
  • Safety recall completion and potential recall situations for Transport Canada and Company management
  • Defect Information for Transport Canada recall compliance
  • Defective components or parts with high failure rate or high cost
  • Monthly Power Point presentation outlining Warranty information for Company executive
• Respond to questions/resolve challenges from dealers and field staff while using expertise and defined warranty parameters to support decisions
• Work closely with, and respond to WHQ OverSeas Service Department on Warranty cost and/or warranty paid
• Review Company warranty data with WHQ auditors annually or as required.
• Coordinate Warranty Reviews according to the process laid out in the Policy & Procedures Manual

Qualifications:

• Strong knowledge of dealer management systems such as ADP and Reynolds & Reynolds
• Excellent knowledge of automotive technology
• Previous experience in team management
• Strong knowledge of all Microsoft applications
• Excellent command of Excel
• Degree or Diploma (in business or related discipline preferred)
• Bilingualism (English and French) an asset