Manager, Warranty Process Review - #242812
Hyundai Motor America
Date: 05/05/2021 00:00 AM
City: Fountain Valley, California
Contract type: Full Time
Work schedule: Full Day
At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It’s time you rethink what you expect from an employer.
At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
~ This position is responsible for ensuring dealers are in compliance with Warranty Policy & Procedures and imposes accountability on dealers and region/DPSM for their warranty and goodwill performance. Supports both Hyundai and Genesis brand.
~ 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.
~ Coordinates with region for regional mini review at dealers who do not reduce OVSTD
~ Perform Warranty Review program for dealer with high warranty costs and at random based manager direction
~ Partners with Internal Audit for a disciplinary audit in the event the dealer does not respond positively.
~ Periodically reviews warranty documents for any patterns by dealer, such as over repair, wholesale of minor repairs, high low dollar amount claims, TT, Rentals, etc., and reviews repair orders to determine propriety of repair.
~ Responsible for ensuring dealer compliance with the Warranty Policy & Procedure through onsite process reviewer or off site reviewer (HMA employee or outsourced services)
~ 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 on a monthly basis.
~ Mobilizes RWM/DPSMs for problem Goodwill and rental dealers to investigate the dealer’s Goodwill and Rental policies and determine causes for the high Goodwill and Rental usage. Assist those dealers to
improve the Goodwill and Rental authorization process, yet improve HSI/CSI scores utilizing best practice benchmarking dealers as an example
~ Contributes to establishing and modifying Warranty Policy and Procedure.
~ Actively participates in warranty system development and enhancing edit capability
~ Assist Warranty group with HMC/HMMA/KMMG annual audits activities
~ Supervises Warranty Cost Control staff.
~ Conducts DPSM training as need on the topic of warranty documentation reviews
~ 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.
~ Work closely with Warranty Dealer Performance group and Audit group to manage dealers performance
~ Perform Dealer Warranty document review and debit dealer as appropriate
~ 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.
~ Supervises Warranty Cost Control staff.
~ Hires vendors and confirms new hires by vendor.
~ Evaluates performance of vendor and individual consultants.
~ Must be a high school graduate
~Bachelor’s degree preferred
~ Master’s degree a plus
~ Six years of experience required preferably within the wholesale or retail automotive industry.
~ Automotive dealer warranty audit experience preferred.
~ 3 years supervisory experience desired.
~ 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.
~ CPA or CIA a plus
~ ASE Master Technician a plus
~ Normal office duties
~ Must be able to travel
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.