Lead Analyst, Warranty & Quality Assurance

Nissan Motor Corporation•Mississauga, ON

6d•CA$77,711 - CA$96,034•Hybrid

About The Position

We are currently looking for a Lead Analyst, Warranty & Quality Assurance to join our team in Mississauga, ON. As a business analyst and subject matter specialist, lead and assist in the administration, implementation and improvement of Nissan Canada Warranty Policies and Procedures; act as a claims center lead in systems support.

Requirements

Post-Secondary Education or equivalent in either a systems related discipline or automotive technology is preferred.
Strong technical knowledge with a minimum of five years experience in an automotive environment is preferred.
Organizational skills and the ability to handle multiple tasks on a priority basis are required.
The position requires excellent computer database, spreadsheet, and analytic skills to assess business performance, prioritize areas of opportunity, and develop improvements.
Sound knowledge of Microsoft Office software including Word, Excel, PPT, Visual Basic and Macros is required.
Interpersonal Skills: This position requires a number of interpersonal skills that deal mainly with providing warranty information, developing business requirements of new warranty systems, and performing internal and competitor benchmarking. Although most communications are collegial in nature, conflict resolution skills are required for dealing with disagreements relating to policies. Communications are often complex when giving detailed explanations to management regarding vehicle quality issues, warranty expense results, and policy issues.
Problem Solving: Problems encountered by this position deal most often with warranty issues. Dealers periodically experience issues with a specific policy regarding warranty. The incumbent will investigate by collecting all the facts from the dealer; they will then research the issue to make a decision whether our policy in question is unjust, and either adjust the policy according or communicate back to the dealer to justify our position.
Sensory and Physical Effort: Sensory demands are moderate and include extensive PC usage and concentration for report analysis. Physical effort centers on keyboarding; there is occasional physical parts inspection to gain better understanding of quality issues.
Decision-Making/Impact of the Position: The incumbent is responsible for making the day-to-day decisions required for their position. Common decision-making responsibilities include: how to assess and report warranty expense performance and quality trends to managers, the management of purchase orders for medium sized projects >=($10,000), administration workload assignments to staff within department, and occasional staffing decisions depending upon issue. Decisions relating to policy changes that affect the dealer body, the parent organization, or other departments typically require management approval.
Candidates for this position must be legally authorized to work in Canada and will be required to provide proof of employment eligibility at the time of hire.

Nice To Haves

Experience with Tableau and MS Power BI is a plus.

Responsibilities

Provide guidance to warranty analysts & claims members with day-to-day administration in the claims center and assist with the response of dealer electronic claim inquiries as needed. Liaising with Regional Operations Managers (ROM), Regional Area Managers (RAM), and Fixed Operation Managers (FOMs) to identify opportunities for improvement of claim submissions and processing procedures. Make recommendations to management for improvement. Determine trends in warranty expense; recommend and drive corrective actions.
Identification and resolution of coding and flat rate issues including updating and maintaining warranty processing tables; setting up campaign processing tables; setting dealer limits. Identify system processing errors and develop resolution with IS support for processing error; Develop system test cases and performing testing and system validations; Review Weekly IS ticket work with IS Team to develop resolutions and implementation; communicating with IS, NNA or NML as required.
Co-ordinate the maintenance, administration and implementation of Warranty policies, procedures, and databases. Examples include table-maintenance for claim validation in host systems, updating and maintaining the Warranty Administration Manual, PFP listing, Dealer Warranty Bulletins, Warranty Resources, and other reference materials. Update and modify the customer’s Warranty booklet on an annual basis in conjunction with NML/NNA.
Develop reporting and tracking of dealership Service Department statistics; maintain and support databases (i.e Anomalous Repair Control & Warranty performance metrics). Produce ad-hoc dealership operational reports; assist with Anomalous Repair Control (ARC) & dealership stage assignment. Perform digital reviews of dealer claim activities, deep dives into outlier dealer behaviors and recommend appropriate corrective actions.
Responsible for preparing daily, weekly and monthly warranty activity and performance reports, in addition to providing insightful analysis results to the Warranty management team, stakeholders and the regions.
Monitor Warranty Claims processing for dealers and payment receipts from vendors. Examine vendor warranty claim processing for accuracy; create summary reports by vendor for warranty expenses that are recoverable by NCI.
Performs other duties and projects as assigned.