Warranty Technical Services Director

We are seeking a visionary and results-driven Warranty Technical Services Director to lead a multi-disciplinary organization focused on warranty excellence, product quality, and customer satisfaction. This role oversees three critical teams: Warranty Operations, Warranty Analytics, and Mopar Quality & Warranty Recovery

 

You will be responsible for shaping and executing a unified strategy that integrates data science, operational rigor, and quality engineering to reduce warranty costs, improve diagnostic accuracy, and enhance dealer and customer experiences. The ideal candidate is a strategic leader with deep technical expertise, strong cross-functional influence, and a passion for continuous improvement.

 

Strategic Leadership & Team Oversight

· Lead and align three core teams: Warranty Operations, Warranty Analytics, and Mopar Quality & Warranty Recovery.

· Develop and execute a comprehensive warranty and quality strategy that supports business goals and customer satisfaction.

· Foster collaboration across engineering, quality, field operations, IT, and dealer networks.

· Drive service experience improvement and global convergence initiatives.

· Mentor and develop team members.

 

Warranty Analytics & Data Science

· Oversee advanced analytics and predictive modeling to identify emerging product issues and optimize warranty spend.

· Drive automation, data governance, and dashboard development for real-time visibility into warranty health.

· Ensure effective use of tools like SAS, Power BI, and Tableau for decision support.

 

Warranty Operations & Administration

· Manage warranty claim adjudication, policy enforcement, and dealer-facing communications.

· Streamline dealer warranty claim submission and adjudication processes.

· Lead vendor performance, budget oversight, and contact center operations.

· Collaborate with field teams to resolve issues and implement corrective actions.

 

Quality & Cost Recovery

· Lead Mopar Quality initiatives including Aftersales PPAP compliance and supplier engagement.

· Responsible for Supplier Parts Quality for Mopar designed service parts, accessories, and performance parts.

· Oversee the Part Retention Center for root cause analysis, cost recovery, and diagnostic improvement.

· Drive coaching and training across the dealer network to enhance repair accuracy and reduce repeat visits.

Qualifications

Basic Qualifications

· Bachelor’s degree in Engineering, Data Science, Business, or related field.

· 10+ years of experience in technical service, quality, or warranty operations, including leadership roles.

· Proven ability to lead cross-functional teams and manage complex programs.

· Strong communication and stakeholder engagement skills.

· Excellent analytical and problem-solving skills.

· Ability to lead and motivate teams.

· Strategic thinking and planning abilities.

Preferred Qualifications

· Master’s degree in a related field.

· Experience in automotive warranty systems, analytics platforms, and field operations.

· Familiarity with Six Sigma, FMEA, PPAP, and ERP systems (SAP, Oracle, Salesforce).

· Background in supplier negotiations and cost recovery strategies.