Specialist, Warranty Operations

The Friedkin Group•Houston, TX

8d•Onsite

About The Position

The Specialist, Warranty Operations under the leadership of the Manager, Warranty Operations will support the process to exceed customers' expectations by developing proactive partnerships with the Dealers to create enhanced service experiences.

Requirements

Bachelor's Degree from an accredited four-year College or university, Req
4-6 years related experience or equivalent combination of education and/or experience Required
Microsoft Windows, Word, Excel, PowerPoint (High proficiency)
Demonstrate the ability to handle multiple assignments and duties in an efficient manner
Demonstrate excellent people and organizational skills
Demonstrate strong analytical, problem solving, and coaching skills
Possesses strong technical skills.
Is customer focused; is able to interact effectively with customers in adverse situations
Is able to communicate effectively through verbal and written communications
Understand customer support objectives and the means to meet those objectives
DL NUMBER - Driver License, Valid and in State Required

Nice To Haves

Automotive Industry Experience Preferred
Is able to travel out of town
Technical automotive experience preferred
Technical Skills, including various charts, graphs and reports utilizing various analytical software such as Power BI, Tableau or Excel, preferred

Responsibilities

Assist the dealer warranty associates to administer all warranty claims including specific and unique claims in the GST Parts Portal SAP) and factory warranty systems (TMNA CPS).
Provide detailed analysis of warranty claims activity, LIO and factory, within GST, to the Manager, Warranty Operations
Provide a level of customer service support that facilitates LIO and factory, warranty communications, claims processing, claims payments and claims administration between GST, TFG, TMNA, dealerships and vendors.
Conduct individual and group warranty operations training.
Administer TMNA programs according to policies and procedures.
Effectively manage Dealer expectations by providing clear and courteous oral/written responses to problems/inquiries on the Warranty Hotline.
Support Dealers outside of normal business hours, when necessary. Support warranty operations outside of normal business hours.
Maintain the highest level of service to GST dealers.
Determine needs of the warranty claims processing system LIO and factory, design and implement improvements.
Warranty operations projects assigned.
Explain the reasons for non-payment of claims.
Perform Administrative duties as necessary, i.e. dealer notifications, warranty newsletters, etc. through email and updating the Portal Warranty page as needed.
Become a subject matter expert in TMNA warranty policy and procedures
Review and process Date of First-Use updates, Mileage Discrepancies, and VIN additions in coordination with TMNA claims processing group.
Sustain up to date knowledge of Toyota’s legal responsibilities to include Special Service Campaigns, Recalls, and Technical Service Bulletins.
Fully coordinate and communicate actions with the warranty team and dealers.