Warranty Senior Specialist

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RECRUITMENT SALARY RANGE: $95,000 - $119,000*

REPORTS TO:
Marco Amato, Warranty Operations & Analytics Manager

Final date to receive applications:
December 26th

This role is not eligible for sponsorship.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Upstream Technical & Warranty Manager, you will oversee the warranty claim escalation process in North America as the main interface to the retailer Network. You will be responsible for all aspects of warranty project management, reporting, and stakeholders management. The core function is to digitalize the claim assessment process to increase retailers efficiency and optimize warranty cost within the agreed upon Key Performance Indicators and Service Level Agreements.

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

• Prioritizing the Digitalization of Warranty Processes:
  Look for opportunities to automate and digitalize the current market claim management process. Monitor and evaluate the Key Performance Indicators to investigate the root cause of any issues and develop and action plan with owners and deadline. Be constantly on the lookout for ways to improve current processes and to turn issues into business opportunities
• Managing New Warranty Project:
  Take the lead on the roll out of new programs (i.e. Warranty Portal Enhancement, Repair Validation Code, Warranty API, etc). Design and implement a change management plan to communicate the impact to the retailers. Align with the field staff prior to rollout. Offer ways to handle questions and a hyper care period.
• Master Warranty Reporting: Become the BI reporting expert in the team. Generate warranty reports to address any new business case or requests including Warranty Cost Analysis. Provide reports to support monthly meetings, retailers technical conferences and other events. Support the retailers in analyzing reports that increase their efficiency and their warranty claim submission accuracy.
• Leading the Retailer Support Process: Resolve all enquiries in a timely manner. Ensure the Warranty Manual is understood, adhered to, and implemented. Review and request new deviations to comply with state legislations or market specific requirements. Support the Warranty Audit program and provide input to the auditors. Produce any regulatory reports to government agencies such as CA New Vehicle Motor Board filing when requested.
• Managing the Warranty Reimbursement Rate: Oversee the the entire process of retailers warranty rate and markup requests. Provide guidance and support to the processing team. Handle any high priority/complex requests. Provide retailers with timely and accurate response.
• Optimizing Retailer Performance:
  Analyze the retailers performance based on the scorecard and identify the ones that need individual support. Conduct virtual meetings and retailer visits to go over the retailer individual results, coach on increasing Warranty Claim Submission Right First Time Rate, and provide any other required support to increase retailer efficiency
• Internal & External Stakeholders Management: Support to the field staff, the global team, and other cross functional teams to resolve any issues or conflict. Act as the liaison between the business and the external Warranty suppliers (i.e. Parts Return Center), and ensure accurate delivery of the contracted services. Participate in supplier evaluation and support Request For Proposal initiatives. Lead the Retailer Engagement Forums.
  
  Support other members in the team and perform other duties as assigned.

Perform other duties as required

WHAT YOU WILL NEED:

Along with your ambition to achieve the…