Director, Parts & Warranty

National Express•Warrenville, IL

1d•Onsite

About The Position

Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America. The Director of Warranty is responsible for leading and advising of fleet and parts warranty policies and procedures both in the US and Canada. Must collaborate with Engineering, Manufacturers, Product Management, and Customer Service Centers to participate and communicate problem-solving initiatives on fleet issues. The position will be responsible for managing and executing hands-on, day-to-day maintenance of the warranty and recall efforts.

Requirements

College Degree preferred
Must have ten or more years of experience in a warranty processing
Significant Bus, Automotive, or truck technical repair experience a plus; mechanical background preferred
Strong understanding of and experience with OEM vehicle warranty programs, claims processes, and payment reconciliation
Must have a working knowledge of OEM technical bulletins, factory recalls, and vehicle campaigns
Advanced knowledge of MS Office Suite Software (Word, Outlook, Excel, Access) and Oracle a plus
Solid judgment, problem-solving, and decision-making skills
Ability to provide direction and manage resources
Ability to work well independently and as part of a team
Strong communication and listening skills

Responsibilities

Develop and administer processes and procedures for all end-product warranties.
Maintain the highest level of customer satisfaction with efficient and timely processing of warranty claims.
Works with Field Maintenance and RMM’s on warranty and campaign issues.
Serves as liaison between maintenance personnel and manufacture reps.
Full collaboration and negotiation with internal teams to obtain required information to support claims.
Negotiation with external dealers and manufacturers to maximize return on products.
Prepare, distribute and Track OEM campaign notice bulletins
Prepare and distributes monthly recall progress reports
Collaborate with Engineering to identify common recurring issues and work with manufacturers to identify solutions and recover costs.
Manage Warranty Administrators through daily review and processing of warranty and recall claims.
Processing warranty claims on a timely basis for all maintenance facilities
Reviewing all work orders to ensure proper documentation and eligibility for warranty claims and follow-up as necessary on missing information.
Provide direction and training to field users on warranty and recall policies and procedures.
Verify criteria required by the OEM and understanding each OEMs warranty policy.
Prepare warranty analysis reports for management review.
Reconcile warranty receivables and maintaining financial integrity—timely follow-up on payment of outstanding claims
Other duties as assigned