Manager, Warranty Administration

Position Information

• Department: CX - Service
• Location:
  
  480 Gordon Baker Road (Hybrid)
• Status:
  Full Time
• Reports to:
  
  Senior Manager, CX and Warranty

Summary Of Responsibilities

Manager, Warranty Administration is responsible for overseeing the warranty claims administration process as it relates to Factory, Extended Service Contracts and Accessories. Ensuring full compliance with Yamaha’s documented policies and procedures. The Manager, Warranty Administration will lead and develop the internal warranty team, build and strengthen cross-functional relationships with Dealers, OEM and B2B partners, ensuring efficient and accurate warranty claim administration.

Management of Product Safety Campaigns and all related reporting requirements. Collaborate with and support technical resources with the goal of offering industry leading service levels to our Dealers and our Customers, both internal and external.

Key Duties & Responsibilities

Warranty Claims Management:

• Oversee the submission, tracking, follow-up and adjudication of all applicable warranty claims.
• Manage direction of Warranty Administrations team to achievement of departmental, divisional and corporate goals. Ensure claims are processed accurately, in a timely manner, and in full compliance.
• Establish and manage to project timelines and KPI’s. Support staff and management team through Specific, Measurable, Achievable, Realistic and Timely objectives. Support continual Plan, Do, Check, Act activities within departmental objective plans.
• Identify through data trends and tendencies to propose required countermeasures – policy clarifications, training, system changes that will lead to simplification of claims processing and improved user satisfaction levels.
• In addition to overseeing the warranty team, the Warranty Manager is expected to actively assist with claim adjudication and reporting, ensuring timely and accurate processing alongside staff management responsibilities.

Team Management:

• Supervise and develop Warranty Administrators providing training and regular two-way communication & performance feedback (quarterly Success Factors documented updates).
• Collaborate with Service Managers, Technicians, and Parts Departments to ensure proper processes are being followed.
• Conduct regular team meetings to discuss KPI’s, review updates, and share Best Practices.
• Develop departmental succession planning by mentoring staff through ongoing independent skills development, career development and training plans.

Compliance & Reporting:

• Manage accurate and timely claims reconciliations processes in collaboration with Factories, OEM’s, supplier base and internal accounting team.
• Manage Warranty training initiatives aimed to improve dealer understanding of warranty policies & procedures to drive continual improvement in first time claim acceptance rate levels
• Provide timely and accurate reporting as required by management, factory, suppliers and Yamaha affiliates.
• Manage and maintain SOP’s including all key business processes, formal review and approvals, and the maintenance of documentation required to satisfy internal and external audit requirements.
• Prepare regular and ad-hoc reports on warranty claim status and other relevant KPI’s for Management, Factory, Suppliers and Yamaha affiliates.

Key Stakeholder Relations & Communication:

• Serve as the primary contact for Dealers, Factories, OEM’s, Suppliers and Yamaha affiliates regarding warranty issues and/or claims disputes.
• Build strong internal & external relationships to facilitate smooth and effective claim administration and resolution.

Experience Requirements:

• Degree/Diploma:
  Degree/Diploma
• Program of Study:
  Business, Automotive, or related field
• Years of
  
  Experience:
  
  3 - 5 years
• Type of
  
  Experience:
  
  Retail and OEM Service functions

Skills And Abilities:

• Effective leadership, communication, and problem-solving abilities.
• Proven record of success leading warranty / service centric teams in Powersport, automotive or related field.
• Advanced knowledge and understanding of Warranty Administration and Regulatory Compliance laws and processes.
• Advanced knowledge of Dealer Management Systems (DMS) data structures and OEM warranty system…