Warranty Operations Manager

SDC is seeking a Warranty Operations & Training Manager (WOTM) residing in the NY/NJ Metro Area. The WOTM oversees SDC’s Warranty Support Team in Orangeburg, NY. The WOTM provides in-retailer and classroom warranty training using curriculum provided by Subaru of America and leads SDC’s development of in-house warranty training programs. The WOTM performs warranty compliance reviews of SDC Retailers virtually and in-retailer. The WOTM presents warranty compliance findings to Retailer Executive Management and must be able to communicate results professionally and guide retailers on necessary corrective actions.

Responsibilities:

• Perform retailer warranty compliance training independently and/or with the District Parts and Service (DPSM) and District Service Quality Managers (DSQM).
• Monitor and issue reports on regional warranty trends and investigate root causes for high-cost/high-frequency repair areas, issuing notifications to retailers that maintain high-cost/high-frequency repair areas.
• Prepare letters and other communications to retailer personnel advising of enhanced warranty operation reviews.
• Prepare detailed reports on all warranty activities and review results with retailer and regional personnel.
• Oversee continued development of the SDC Retailer Warranty Support Ticket System internal and external user experience.

Skills/Qualifications:

• Automotive industry experience related to warranty operations and/or technical service operations preferred. Bachelor’s degree preferred, Associates with relevant experience will be considered.
• Automotive Service Excellence (ASE) certification or ability to obtain is a plus.
• Moderate to advanced level Microsoft Excel skills required.
• OSTicket, Seibel, Oracle Business Intelligence, and Microsoft Dynamics working knowledge is a plus.
• Must possess and maintain a valid driver’s license.
• Strong written and verbal communication skills.
• Ability to handle and resolve escalated matters with Retailer personnel and principals.

Other Considerations:

• This position requires regular field travel in New York and Northern New Jersey, including occasional overnight stays.
• May be required to lift moderately heavy documents, hardware and/or automotive components.
• Reimbursement of approved business & travel expenses.
• The employee is provided with a company vehicle, cell phone, and other related office equipment.

The Subaru Love Promise

Subaru and its Retailers believe in making the world a better place, and the Subaru Love Promise is our dedication to doing just that. It is our vision to show love and respect to all people at every interaction with Subaru.

SDC is an Equal Opportunity Employer