Warranty Analyst

Stellantis•Dundee, MI

About The Position

The Warranty Analyst processes warranty claims and assists customers through the entire claims process until Root Cause (RC) and Countermeasures are implemented at Tier 1. Responsibilities include collecting data from technicians, communicating with the customer, processing warranty claims, and tracking parts. The role involves reviewing warranty submissions, accepting or rejecting claims, collaborating with vendors, and addressing issues and settling disputes related to the warranty contract. Additionally, the analyst makes suggestions to enhance customer satisfaction and experience, researches warranties, and prepares customized warranty papers. The role also involves coordinating with management to prepare repair orders for authorization as per warranty requirements, assisting various departments, monitoring customer inquiries, updating databases, preparing filing documents, and maintaining knowledge of various warranty programs through education. Ensuring customer satisfaction, compliance with warranty specifications, and monitoring defective products are key aspects, including withdrawing specific product batches if necessary. Maintaining records of customer details and warrantor references is also required.

Requirements

Bachelor's Degree or higher from an accredited university.
Major(s): Mechanical Engineering, Electrical Engineering.
Other four year engineering or technology degrees in combination with relevant experience will be considered.
5 years of quality, manufacturing, or design/release related experience.
Verbal and written capability must be high for English language.
Strong communication skills, both written and verbal.
Excellent interpersonal skills, high level of emotional intelligence and skilled at building relationships open mind.
Strong analytical skills.
Self-motivated and directed.
Effective presentation/public speaking skills.
High energy and personal motivation with a consistent "can do" attitude.

Nice To Haves

Master's Degree or higher.
Major(s): Science or Business.
Knowledge of World Class Manufacturing (WCM).
Experience in the design, testing, manufacture or assembly of powertrains and its related components.

Responsibilities

Attend/ Lead Short Loop Meetings.
Attend Field Early Warning (FEW) meetings on all Dundee Engine and Battery Tray programs.
Perform warranty analysis (QNA, PRAS, WIS, QEC, NEI, FEW, FFB, MQVR, Dealers, Material Returns).
Serve as the primary contact for vehicle assembly plant concerns or complaints.
Call dealers to investigate customer complaints and request part returns.
Utilize Functional Audit Team for a systematic approach for RCAManage issue tracking process, including plant assigned GIMs, for warranty and external customer issues.
Meet with cross-functional teams, including team leaders of teams that created the defect.
Lead the team with actions to prevent future defects.
Initiate Kaizens for these projects/actions on behalf of the team.
Attend regular engine teardown reviews at QEC on Dundee mfg. engine pulls.
Assist in Root Cause analysis for engine replacements.
Confer with customers by telephone or in person to provide or get information about products or obtain details of complaints.
Provide recommendations to field engineering and vehicle plants for root cause analysis from a vehicle standpoint.
Keep records of customer interactions, QA Matrix and Pulls & Repairs sharepoint, recording details of inquiries, complaints, or comments, as well as actions taken.
Launch 3CPR projects at Customer facilities.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
Review claims adjustments with dealers, examining parts claimed to be defective, and dispute dealers' claims if necessary.
Perform QEC (Quality Engineering Center) advance preparation, reporting, and follow-up and documentation of issues.
Manage part management and follow-up for QEC returns, ensuring inspection of items for damage or defects.
Provide specified information to MQAS specialist for external reporting.
Provide pulls/repairs data for daily plant hot sheet reporting.
Schedule and attend Quality Review (Follow up) meetings.
Provide Customer Support @ Vehicle Assembly Plants.
Read across issues and mitigation actions to sister plants.
Responsible for QC5 – Cleanliness.
Responsible for managing, directing & prioritization of tasks with Functional Audit staff.