Position Information

Job Summary: Analyzes and manually process dealer/internal warranty claims for accuracy. Analyzes and manually process extended warranty requests. Detail analysis and reporting of Warranty costs. Dealer assistance and support with all warranty related issues. Warranty parts return from dealer to Factory.

Essential Duties and Responsibilities:

• Reviews claims for labor or material adjustments with dealer, examines parts claimed to be defective, and approves or disapproves dealer’s warranty claims.
• This includes:
• Manually reading and understanding each and every warranty claim submitted
• Deciding what parts need to be returned by the dealer
• Determine the accurate structure of the warranty claim
• Review of all documents attached to warranty claim
• Analysis the data and compare to
• Red Online reports
• Warranty service time schedule
• Dealer Repair Order
• Investigates dealer’s claims for reimbursement or defective parts.
• Assists dealers in handling unsettled claims by consulting with service personnel or customers.
• Reviews and processes goodwill requests from ABMs
• Reviews and processes PDI claims from the port facility
• Reviews and processes transportation claims from the port facility and from dealers
• Prepares reports showing volume, types, trends and disposition of claims handled, or settlement allowed and formulate recommendations
• Performs monthly closing and analysis reporting
• Designs and delivers training to dealers or service personnel in service operations or construction of products.
• Designs and delivers training to new FNA personnel.
• Studies dealers’ organizational needs and advises them on matters such as personnel needed to handle service volume.
• Inspects warranty parts returned by dealer.
• Processes internal warranty claims and Port Facility claims.
• Manages accurate paperwork/flow for warranty parts to Factory.
• Arranges the actual shipment of warranty parts to Factory.
• Analyzes warranty trends and costs
• Designs and performs warranty and warranty related audits
• Assists Operations Manager with preparation and maintenance of warranty policy and procedures manual.
• Creates technical reports for the factory.
• Responsible for end of the month closing which consists of credit acknowledgment reports; warranty parts margin reduction overview and reports; warranty statistical analysis overview and reports; factory data analysis and reports and finance department interface.
• Set up, process and manage new recall and service campaigns in the warranty system.
• Research warranty histories for legal cases as needed.
• Oversees and coordinates the warranty process in workshop.
• Assists Factory with all requests for help and product development
• Assists in writing all warranty bulletins
• Works with ABM’s to clarify concerns related to the policy and procedure manual.
• Review and process warranty labor rate and part markup increase requested by dealers

EDUCATION REQUIREMENTS:

HS diploma, Computer Literate

EXPERIENCE:

Previous related clerical and/or automotive industry experience

Customer service skills

CONTACTS:

FNA employees, dealers, factory personnel, customers

PHYSICAL REQUIREMENTS:

Ability to travel for the 25% of the time

Knowledge, Skills and Abilities:

• Proficient in the use of Microsoft Office Package, in particular Excel, Word and Power Point
• Demonstrate strong problem solving and critical thinking skills
• Strong communication and presentation skills
• Good understanding of customer service/customer satisfaction
• Excellent communication skills
• Knowledge of automotive technology
• Ability to multi-task in a dynamic, ever-changing environment
• Must have strong work ethic and integrity

Americans with Disabilities Act (ADA):

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of this position.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the Company’s discretion at any time.

We are an Equal Opportunity Employer

M/F/D/V