Senior Manager, Regional Warranty

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Location

Mountain States RegionMid-Atlantic RegionSouth Central RegionSouthern RegionWestern RegionCentral RegionEastern Region

Purpose

• The Regional Warranty Operations Senior Manager is responsible for monitoring region/district/dealership performance in the area of warranty administration; warranty expense control, repair effectiveness and diagnostic procedures, warranty parts return and associated training (both dealership personnel and DPSM).  In addition, the Warranty Operations Senior Manager oversees the completion of campaigns or recalls, and coordinates the distribution of supporting documents and other dealer support.

Major Responsibilities

• Support DPSM’s as required to meet or exceed assigned warranty related objectives.
• Monitor dealer compliance to HMA Warranty Policy & Procedures; Dealer Warranty Expense controls; WIS Utilization with Dealer Self-Review Program enforcement and Conduct Regional Warranty reviews/ National reviews/audits as necessary.
• Identify administrative issues in dealerships and provide individualized training to improve claim acceptance rate and submission times.  Conduct warranty claim classroom training in key markets throughout the Region As needed.
• Manage the Service Loan Car Program and Fleet Warranty Program.
• Interface between dealers/DPSM’s with the National Warranty Department and the WTC/Call Center.
• Monitor dealership warranty labor rates; review & process dealer labor rate increase requests.
• Coordinate TSB and campaign activities to ensure the Region meets minimum completion rates.
• Mentor and train DPSM’s in all aspects of warranty administration.  Preparing them for field level training / support to individual dealers.
• Perform all other assigned duties (Duties that are ancillary to this position and/or complement the essential duties) as required.

Major Responsibilities (continued)

Authority

• Exercise considerable judgment in determining appropriate course of action to address individual dealer warranty related issues. Responsible for protecting the business interests of HMA in warranty related issues. Expected to act as mentor and teacher to DPSM’s in the warranty administration areas. From time to time the RPSM and, separately, the FOM may solicit the Warranty Operations Manager’s input regarding DPSM performance in these specific areas of performance.

Education

~ Bachelor’s degree preferred~ Master’s degree a plus~ Must be a high school graduate

Related Experience

• Eight years of experience of which at least five years of directly related experience in automotive operations.
• Two to three years of supervisory experience desired.

Skills/Knowledge

• Automotive competencies, including Service Operations, Warranty Administration; technical knowledge a plus.
• Excellent communication skills.
• Excellent organizational skills.
• Excellent time management skills.
• Excellent people skills.
• Excellent analytical skills.
• Excel, Word, PowerPoint, a must.

Certification

• N/A

Physical Requirements

Normal office duties

Work Model