Manager, Warranty Claims

Toyota Motor Corporation•Brossard, QC

3d•Hybrid

About The Position

Toyota Canada Inc. (TCI) is seeking a Manager, Warranty Claims to join their VSCLOC & Warranty team. This full-time role, reporting to the National Manager, VSCLOC & Warranty, involves managing the entire Warranty and ECP claims process. Key responsibilities include Dealer CMS case management, operating the Dealer warranty assistance line, minimizing dealer warranty costs, maximizing warranty claims cost recovery from TMC, coaching associates, and ensuring excellent dealer support.

Requirements

University Degree and/or College Diploma in Automotive Engineering, Mechanics, Automotive Business etc.
10+ years of related work experience combined with leadership experience
Excellent oral and written communications skills
Excellent interpersonal and leadership skills
Excellent organizational skills
Excellent analytical skills
Proficiency in MS suite

Responsibilities

Manage all TCI claims for both TMC factory warranty and ECP
Manage the processing of warranty claims to maximize TCI warranty cost recovery
Manage and schedule the workload for the warranty claims associates
Manage and control the adjusting of warranty claims and EDIT claims to control costs and maintain processing efficiency
Monitor daily, weekly and monthly claims processing based on systems reports and takes corrective action whenever necessary
Manage warranty hotline (telephone) assistance line for Dealers
Manage the rejected claims from TMC and make sure they are corrected and resubmitted on time to avoid cost to TCI
Ensure necessary actions are taken to reduce claims rejections
Maintain close working relationship with Enterprise Systems Manager, Field Warranty Manager, ECP Manager, and Accessories Development Manager and other related Departments concerning warranty and ECP claims processing as well as manages the system programming and development
Communicate effectively with TMC on factory claims related issues or supply supporting documents when requested by TMC
Recommend training based on claims processing outcome and assists in issuing Warranty Administration Bulletins
Monitor claims payment from 3rd party vendors related to warranty and ECP claims
Manage the warranty system to improve auto-acceptance and reduce claim interventions
Create warranty goodwill report and other ad hoc analysis to review with Management on monthly basis and seek opportunities to reduce goodwill expenses
Review and approval of Technical Service Bulletins and Field Action bulletins (as required)
Plan and manage the NRGW (warranty goodwill) annual budget, quarterly forecast processes and ensures SOX compliance
Interview, hire and plan orientation/training for new warranty associates
Plan and coordinate ongoing training for all warranty associates
Ensure SOX compliance for warranty team in terms of SAP access (semi-annual review)
Prepare presentations and ad hoc proposals as requested
Other duties as requested or required
Provide timely guidance, coaching, feedback, and accountability for direct reports to drive learning & development and successful project completion
Lead team members to foster collaboration, understanding, support & Kaizen (continuous improvement) resulting in work efficiencies
Empower the team to take initiative and proactively influence the business