Warranty Manager

Employee may work from any of our branches.   PRIMARY FUNCTION:   Provides leadership to warranty analyst team by coaching and guiding others, as well as, performing warranty compliance responsibilities in four key areas Extended Service Contracts, Warranty Training, Warranty Accounting and Warranty Analyst activities. The overall goal is to utilize established and/or develop new policies and procedures to assure maximum recovery of warranty revenue.   DIMENSIONS: Supervise: 1 Warranty Analyst/s Warranty Claims/ month: 175-200 Divisional Revenues: 200M     ESSENTIAL DUTIES:   I. Group Leadership –Estimated Time Spent = ~ 25%   Provided daily and long-term leadership for the direct report associates to include but not be limited to the following activities:   Train and develop and motivate staff. Manage analyst/s to include, interviewing, hiring, coaching, disciplining, dismissing and conducting performance reviews. Determine work procedures, prepare work schedules, and expedite workflow. Monitor productivity; generate and maintain reports. Monitor claims reporting, branch resolve budget reporting. Study and standardize procedures to improve efficiencies. Work with group leaders to plan and coordinate the agenda for the team meetings, etc. Conduct quarterly review meetings with operations management.         II. Warranty Training –Estimated Time Spent = ~ 20%   Facilitate warranty training group classes for technicians, service clerks and service managers. Conduct “one-on-one” training when needed, especially for new service associates. Provide technical resource warranty information, problem solving and guidance for service , sales and new warranty associates.   III. Warranty Accounting Resolution –Estimated Time Spent = ~ 25%   Troubleshoot accounting procedure problems. Review G/L accounts for misapplied money. Assist new analyst in reviewing their accounts and resolving unique or difficult problems. Audit warranty process and claims in conjunction with other analyst to ensure all policies are being followed per division. Monitor and work all warranty-related reports including recovery rate, claims pending, settlements and score cards and all other reports available for the division.       IV. Warranty Analyst Duties –Estimated Time Spent = ~ 25%             Must be able to fully perform the below duties and assist on this area to coach others, solve unique problems and/or assist at key “overload” volume.   Analyze all warranty work orders to determine warrant ability of repair, accuracy and completeness of technical information provided and inclusion of necessary supporting documentation.  Requires the ability to interpret failure information and a thorough understanding of the various engine systems. Compile warranty claims using on-line computer warranty program for HYG and other OEM products.  This process includes using component and job codes to accurately reflect labor required to perform repair. This requires detailed knowledge of engine systems. The process also includes providing HYG with a succinct analysis of the failure, troubleshooting steps, and repair.  Providing this information requires skills in negotiating.  These skills are crucial to recouping the maximum warranty expenses. Work closely with HYG service representatives and other technical personnel to negotiate (weighted) policy reimbursement and to ensure fair participation by all involved. Review and reconcile G/L warranty accounts on a monthly basis; enter journal entries and prepare journal vouchers as necessary to correct the accounts. Review warranty credits and make determination of any additional follow-up needed. Coordinate the return of warranty parts and warranty cores. Review monthly warranty reports for accuracy and update PC as necessary.   Minimum Requirements:     Education:   A two-year business or management degree, but a four-year Bachelor of Science or Business Management degree preferred or a least four years of experience in similar work environment.   Work Experience:   Four years working experience in similar related position.  Basic product knowledge is desirable. Supervisory experience.   Physical:   Must be able to work for long periods while seated.      Other: Solid accounting/bookkeeping knowledge.  Excellent organizational skills. The ability to clearly communicate with customers on the phone and/or in person; outstanding customer relations. A Proven track record of maintaining high quality standards and implementing quality initiatives. Intermediate computer skills, preferably in MS Office.  Basic/intermediate equipment technical aptitude. Must be able to travel occasionally to branch locations.   This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.    Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.