Analyst 2, Warranty Policy and Systems Operations

Location(s): Franklin, TN

Job Schedule: Full-time

Education Requirement: Bachelor’s degree in a related discipline is preferred. Equivalent combinations of education and experience—including college or technical coursework, seminars, and internal training—will be considered.

Sponsorship: No

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We are currently looking for a Analyst 2, Warranty Policy and Systems Operations to join our team in Franklin, TN. This role is responsible for supporting dealer parts reimbursement rate increase requests by ensuring timely and accurate processing of all related activities. Reviews are conducted on an exception basis, evaluating each case individually in accordance with applicable state laws to determine appropriate reimbursement rates. Collaborates with Legal, Regional staff and negotiates directly with Dealer Principals and Executive Managers.

Validates dealer retail parts rate submissions by auditing repair invoices and ensures compliance with Nissan North America (NNA) warranty policies and procedures. Accuracy in decision-making is critical, as errors may result in legal exposure and significant financial impact.

The analyst also participates in meetings, maintains organized records, and manages communications with regional teams and dealers, including FAQs and status updates. Acts as a subject matter expert in service operations with strong knowledge of warranty systems, policies, and procedures. Automotive repair knowledge is essential. May assist in audit reviews and support appeals or escalations by providing additional documentation or clarification.

Provides guidance and support to dealers and regional staff, addressing inquiries, resolving issues, and offering value-added recommendations. Strong communication and customer service skills are essential, with regular interaction via phone and electronic correspondence. Operates effectively both independently and within a team environment. Requires strong organizational and administrative skills to track and report on warranty-related activities.

May also manage special projects, support warranty systems and assist management in monitoring warranty operations. Contributes to building brand value and supporting long-term, profitable growth.

A Day in the Life:   

• Serve as a subject matter expert on dealer parts reimbursement and service operations, with strong knowledge of warranty systems, policies, and procedures.
• Processes credit, debit, manual claims and support warranty operations as needed.
• Provide guidance and support on parts reimbursement claims, denials, disputes, and warranty systems applications, ensuring alignment with established policies, and procedures.
• Assist management with the preparation of monthly reports, performance metrics and the administration of warranty claims and system application practices.
• Manually review dealer parts reimbursement rate requests by auditing dealer retail repair orders to ensure compliance with policies, procedures and applicable state regulations. Assess the reasonableness and validity of dealer submissions.
• Maintain accurate records of dealer requests, verify supporting documentation, archive files appropriately, and manage departmental documentation.
• Monitor and track individual and departmental key performance indicators (KPI’s), identify trends, and recommend process improvements by conducting root cause analysis and proposing actionable solutions.
• Conduct investigations and research using internal records, databases, reports, and spreadsheets to support claims and dealer inquiries.
• Perform other related duties as assigned, consistent with the responsibilities of the warranty group.    

Who We’re Looking for:

Required:

• Job Knowledge and Skill:
  Demonstrates strong negotiation, analytical, and time management capabilities, with exceptional attention to detail. Possesses excellent written and verbal communication skills. Brings in-depth knowledge of service operations and automotive repair, along with functional expertise in warranty systems, policies, and procedures. Prior experience in claims adjusting and adjudication is required. Proven ability to work independently and collaboratively across multiple business units, including regional teams, to drive action and influence outcomes without direct authority. Highly organized, self-motivated, and skilled in strategic planning.

• Experience:
  Minimum of five years of directly related professional experience in a relevant field
• Education:
  Bachelor’s degree in a related discipl