Warranty Analyst

Warranty Coordinator

Warranty coordinator processes warranty claims and assists customers through the entire claims process until RC and Countermeasures are implemented at Tier1. Your responsibilities include collecting data from technicians, communicating with the customer, processing warranty claims, tracking parts. You review warranty submissions, accept or reject claims, collaborate with vendors, and address any issues and settle disputes relating to the warranty contract. You also make suggestions to provide customer satisfaction and enhance customer experience. Perform research on warranties and prepare customize warranty papers for work. Review all warranty claims and administer it with warranty awarded. Coordinate with manager and prepare repair order for authorization as per warranty requirement. Assist various departments and fulfill all warranty requirements. Monitor all customer inquiries and requests on all warranty issues. Supervise all information and update database and prepare require filing documents. Maintain knowledge on various warrant programs by active participation in education programs. Ensure customer satisfaction and ensure compliance to all warranty specifications. Monitor defective products and withdraw specific batch of products if required. Maintain records of customer details and warrantor references.

Specific Roles & Responsibilities:

• Attend/ Lead Short Loop Meetings.
• Attend Field Early Warning (FEW) meetings on all Dundee Engine and Battery Tray programs.
• Warranty analysis (QNA, PRAS, WIS, QEC, NEI, FEW, FFB, MQVR, Dealers, Material Returns)
• Primary contact for vehicle assembly plant concerns or complaints.
• Calls to dealers to investigate customer complaints (as required) and request part return.
• Utilize Functional Audit Team on Systematic approach for RCAManage issue tracking process - including plant assigned GIMs, for warranty and external customer issues.
• Meet with crossfunctional teams including team leaders of team that created the defect.
• Lead the team with actions to prevent future defects.
• Initiate Kaizens for these projects/actions on behalf of team.
• Attend regular engine teardown reviews at QEC on Dundee mfg. engine pulls.
• Assist in Root Cause analysis for engine replacements. Confer with customers by telephone or in person to provide or get information about products or obtain details of complaints.
• Provide recommendations to field engineering and vehicle plants for root cause analysis in a vehicle standpoint.
• Keep records of customer interactions, QA Matrix and Pulls & Repairs sharepoint, recording details of inquiries, complaints, or comments, as well as actions taken.
• Launch 3CPR projects at Customer facilities.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
• Review claims adjustments with dealers, examining parts claimed to be defective, and dispute dealers' claims if necessary.
• QEC (Quality Engineering Center) advance preparation, reporting, and follow-up and documentation of issues. Part management and follow-up for QEC returns (including ensuring inspection of items ( bu appropriate RE or dyno specialist) for damage or defects).
• Provide following info to MQAS specialist for external reporting: Warranty, Pulls & Repairs, Paynter charts, QA Matrix, NCT Report, GIM, One pagers for pulls, 3CPR cost chart, WCM gate, Requisitions update, Forecast 3MIS / EPUS, Red Room
• Provide pulls /repairs data for daily plant hot sheet reporting
• Schedule and attend Quality Review ( Follow up) meetings (Daily Quality meeting, Field Engineers, Hemi Quality Meeting, TS Quality meeting, GIMS, MVQR, Lead Engine FFB, Support Vehicle FFB / FEW, Vehicle Plant Quality Meetings, QEC reviews, Warranty weekly meetings, Warranty table review).
• Customer Support @ Vehicle Assembly Plants
• Read across issues and mitigation actions to sister plants.
• Responsible for QC5 – Cleanliness
• Responsible for managing, directing & prioritization of tasks with Functional Audit staff.

Basic Qualifications:

• Education level: Bachelor's Degree or higher from an accredited university
• Major(s): Mechanical Engineering, Electrical Engineering
• Other four year engineering or technology degrees in combination with relevant experience will be considered
• Technical Experience: 5 years of quality, manufacturing, or design/release related experience
• Language: Verbal and written capability must be high for English language
• Strong communication skills, both written and verbal
• Excellent interpersonal skills, high level of emotional intelligence and skilled at building relationships open mind
• Strong analytical skills
• Self-motivated and directed
• Effective presentation/public speaking skills
• High energy and personal motivation with a consistent "can do" attitude

Preferred Qualifications:

• Education Level: Master's Degree of higher
• Major(s): Science or Business
• Knowledge of World Class Manufacturing (WCM)
• Experience in the design, testing, manufacture or assembly of powertrains and its related components