Senior Manager, Dealer Warranty Perf Assurance

Location

Purpose

~ This position is responsible primarily for warranty cost control, including Goodwill expense, at dealer level as well as claim level. Provides Warranty analysis and establish warranty performance target for dealers, regional and factories.  Supports both Hyundai and Genesis brand.

Major Responsibilities

~ This position is responsible for activities for both Hyundai and Genesis Brand.

~ Monitors dealer warranty performance at overall level and detail repair level. Initiates further investigation for unusual behavior in order to ensure performing warranty repair properly and handling customer issues appropriately.

~ Support Dealer Warranty process reviews by providing analysis identifying dealer with subpar warranty performance.

~ Support Salesforce Dealer performance dashboard and review all functionality regarding warranty performance.

~ Work with IT to ensure Dealer/Region have warranty analysis platform for daily monitoring and support action plans to improve performance.

~ Evaluate and develop KPI and reports for management of dealer warranty performance.  Fully leveraging Warranty Process review group and regional staff to achieve full Dealer Warranty compliance.

~ Periodically perform data analysis of warranty claims for any patterns by dealer, such as over repair, wholesale of minor repairs, high low $ amount claims, TT, Rentals, etc., and reviews repair orders to determine propriety of repair.

~ Monitors ineffective repairs and high rate of shop comebacks and compares it to technicians training background. Requires dealers to have underperforming technicians take appropriate training courses.

~ Responsible for ensuring dealer compliance with the Warranty Policy & Procedure.

Major Responsibilities (continued)

~ Coordinates with Sr. Manager, WTC to identify dealers for further follow up in the areas of NTF and FRFT.

~ Measures region and DPSM Warranty and Goodwill performance and coordinates with regional management and field staff for investigation and improvement monthly.

~ Provide forecast for Total Cost of Quality (Warranty, Goodwill, Campaign), by plant.

~ Work with Finance on Goodwill reserve and warranty reserve, analyze warranty cost impact with different policy scenarios.

~ Tracks and analyzes Goodwill expenses by dealer and investigates outliers for proper use of Goodwill.

~ Tracks and analyzes Rental claims by dealer and investigates dealers who may abuse rental privilege.

~ High frequency of rentals, Rental reasons, Excessive number of rental days, Third party rental vs. SRC.

~ Imposes accountability on HSA dealers to prevent possible abuses.

~ Contributes to establishing and modifying Warranty Policy and Procedure.

~ Actively participates in warranty system development and enhancing edit capability.

~ Handles HMC/HMMA/KMMG annual audits.

~ Takes lead in the monthly RWM conference call.

~ Conducts DPSM training as appropriate to Warranty performance reports.

~ Coordinates with Non-Technical Training group to develop 45-minute warranty training for Service Advisors in webinar format (basic and advanced) focusing on new Service Advisors and monitors their timely attendance and progress, updating the content on a quarterly basis.

Authority

~ Establishes rules for DSR and WCP.

~ Recommends problem dealers for Warranty process review team or Internal Audit.

~ Determines criteria for aberrant claim characteristics and selects claims to review.

~ Recommend enhancement to Warranty Policy and Procedures.

~ Interacts with Service Engineering, Techline, WTC and Region to make decision on dealer selection as well as claim selection for further investigation.

~ Hires vendors and confirms new hires by vendor.

~ Evaluates performance of vendor and individual consultants.

Education

Related Experience

~ Eight years of experience required preferably within the wholesale or retail automotive industry.

~ Automotive dealer warranty audit experience preferred.

~ 3 years supervisory experience desired.

Skills/Knowledge

~ Knowledge of current automobile dealership operations.

~ High degree of automotive technical proficiency a plus.

~ Excellent oral and written communication skills.

~ Excellent negotiation skills.

~ Extensive analytical and mathematical skills.

~ High degree organizational and planning skills.

~ High degree of computer proficiency with advanced skills in the following software applications:

~ Mainframe (AS/400)

~ QMF or equivalent data query software

~ Microsoft Office – Access, Excel, PowerPoint and Word.

Certification

~ CPA or CIA a plus.

~ ASE Master Technician a plus.

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance)