Analyze the warranty claims submitted by the dealer network to identify early warnings related to claim frequency or cost through aftersales systems, with the objective of improving product quality and dealer diagnostic accuracy. Additionally, review that dealer documentation and training comply with warranty guidelines, and collaborate with audit, quality, and finance specialists, as well as external service providers involved in warranty-related processes.
STRATEGIC (50%):
- 20% Warranty expense analysis & Dealer Above Region Expense (DARE) control.
- 20% Launch Readiness coordination for new vehicles with brands, data master, warranty, accessories, technical assistance & technical training representants in Mexico, Asia, South America and Europe.
10% Provide consultants and conduct audits at the after-sales dealer processes.
OPERATIONAL (30%):
- 10% Discrepancies analysis for new vehicles.
- 10% Cases analysis through Digital Image Preauthorization Process.
- 10% Warranty & Roadside Assistance reports.
RESOURCE MANAGEMENT (20%):
- 10% Dealer training courses design.
- 10% Work with MOPAR after-sales teams to improve KPI's dealers, internal process, and the different quality control towers.
Other functions:
- Evaluate the dealer's appeals on charges caused by diagnosis or process discrepancies.
- Processes review on dealers with Service Advisors, Workshop Foreman, Warranty Specialists and expose findings with their managers.
- Updating of warranty booklets for final customers and warranty manuals for dealers.
Requirements:
Experience:
- 5 years of minimum experience in this position or similar interacting with an aftersales dealer network:
Warranty process.
Training and auditing process.
Related at automotive failures.
Technical Knowledge:
- Bachelor's degree
- Related with automotive diagnostic tools and processes.
- Excellent Spanish spelling and redaction.
- English 70% (technical and common conversations).
- Knowledge on hazmat material handling like airbags, batteries 12V and lithium (high voltage).
- Excel advance level (dynamic tables and macros).
- Power Point intermediate for executive reports.
Habilites:
- Focused to get results and capable of working at stresses environments Level 5
- Communication Level 4
- Coaching Level 3
- Build trust relationships Level 2
- Innovation Level 1
- Customer focus Level 1
