Senior Manager, Warranty Technical Compliance

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Location

Purpose

• This position is responsible for managing and overseeing the Warranty Technical Center (WTC) operations including remote inspection locations and supervising the outsourced supplier, establishing objectives, measuring performance, and enforcing policy and procedures.
• Shall identify opportunities for dealer repair quality and review dealer compliance with the Warranty Policy & Procedures and TSBs, to improve customer satisfaction FRFT and reduce dealer misdiagnosis or over-repair.
• Shall lead investigation efforts pertaining to the quality, safety, durability, and reliability of components and parts to identify opportunities for improvement.

Major Responsibilities

• Manage the WTC center vendor services, overseeing vendor performance to KPIs, make daily adjustment in operations, reporting and ensure vendor is meeting SLA’s and maximizing HMA/HMG cost savings.
• Maintain WTC spending compliance within available budget and maximize value of WTC operations.
• Work closely with Warranty Operations to provide feedback on warranty policy and procedures.
• Work closely with Warranty system group on system enhancement to improve WTC process.
• Direct Ad-hoc analysis on operational & inspection data for HMA Quality Service Engineering, Technical Support, HMC, etc.
• Direct reporting efforts to track WTC inspection findings & statistics including engine teardown inspection data.
• Attend Technician roundtables, Service Manager meetings, regional meetings, etc. defined by management.
• Work closely with Warranty, Field Operations, Techline and Technical Training Groups for dealer performance management opportunities.

Major Responsibilities (continued)

• Host regularly scheduled meetings with Vendor, HMA Engineering, and other HMG technical departments for data driven discussions related to cost reduction repair opportunities & to reduce over repairs while maintaining or reducing Dealer FRFT scores.
• Manage the areas of WTC activities, including: quality monitoring, TSB compliance, Warranty Policy & Procedures compliance, and drive NTF/Over-Repair Reductions while maintaining / reducing Dealer FRFT.
• Provide joint support with Factories (HMC, HMMA, KMMG, KMM), NAQC, and local and overseas vendors for parts collection and investigation of parts and repair quality as necessary.
• Establish/enhance parts inspection and testing standards by devising parameters, methods, procedures & relevant processes.
• Identify high potential cost saving parts/repairs; investigate potential cost saving opportunities, and work with Safety, Engineering & Warranty groups to initiate TSB’s & TSB revisions accordingly.
• Maintain advanced technical knowledge of vehicle components and issues on all vehicle models for Warranty Technical Center escalations and training purposes.
• Continuous monitoring and testing of vehicle performance of both production and pre-production vehicles documenting issues, concerns and vehicle milestones….
• Collaborate with engineering division on documented feedback for recommended enhancements and technical concerns as raised by dealers and customers.
• Must demonstrate a deep understanding and possess hands-on experience with the latest technologies and industry trends to identify critical part retu