Warranty Assistant Manager

Hankook Tire America Corp.•Nashville, TN

4d•Onsite

About The Position

The Warranty Assistant Manager is responsible for overseeing the day-to-day operations and performance of the Warranty Unit within Hankook Tire's Technical Services Department. This position leads a team responsible for warranty claim processing, customer inquiries, product-related concerns, technical troubleshooting, and problem resolution for customers. The Assistant Manager provides leadership, coaching, training, and development to team members while ensuring timely, accurate, and consistent handling of warranty claims and customer concerns. This position serves as an escalation point for complex warranty and technical issues and works closely with internal departments to investigate and resolve customer concerns. The Assistant Manager is also responsible for establishing and maintaining best practices, standard operating procedures, and process improvements that enhance operational efficiency, service quality, and the overall customer experience. This role monitors team and department performance, identifies opportunities for improvement, supports the onboarding and development of new employees, and ensures adherence to established processes and procedures.

Requirements

High school diploma or GED required
4+ years of customer service experience required, preferably in a call center, technical support, warranty, automotive, tire, or manufacturing environment.
Previous supervisory, leadership, or management experience required.
Strong problem-solving and conflict-resolution skills.
Ability to analyze customer concerns and technical issues and determine appropriate solutions.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
Ability to effectively communicate with customers and internal stakeholders at all levels.

Nice To Haves

associate or bachelor's degree preferred.
Experience coaching, developing, and evaluating employees preferred.
Experience with call center, warranty, or claims management systems preferred.

Responsibilities

Lead, coach, develop, and motivate the Warranty Unit team to maximize performance, service quality, and customer satisfaction.
Provide regular coaching and documented one-on-one feedback to address performance and skill gaps, recognize achievements, and support employee development.
Establish performance goals and conduct regular performance reviews in accordance with company guidelines.
Train and onboard new team members on warranty processes, technical support procedures, systems, and department standards.
Foster a positive, collaborative, and high-performing team environment.
Provide guidance and support to employees in resolving complex customer and warranty-related situations.
Oversee the processing and administration of warranty claims, ensuring claims are handled accurately, consistently, and within established guidelines.
Provide technical and post-sales support to internal and external customers regarding warranty claims, tire inspections, product maintenance, troubleshooting, and problem resolution.
Serve as an escalation point for complex customer, warranty, and technical issues, ensuring timely investigation and resolution.
Support the team in diagnosing technical issues and determining appropriate resolutions based on established policies, procedures, and technical guidelines.
Collaborate with internal departments to investigate and resolve complex customer concerns and identify recurring product or service issues.
Respond to escalated customer cases through appropriate communication channels and ensure issues are documented and resolved appropriately.
Monitor and report on Warranty Unit and department performance, identifying trends, opportunities, and areas requiring corrective action.
Develop, implement, and maintain standard operating procedures and best practices related to warranty claim processing, customer service, and Warranty Unit operations.
Identify and implement process improvements that increase operational efficiency, service quality, accuracy, and consistency.
Regularly review department processes and recommend improvements to enhance the customer and employee experience.
Review and provide input on technical literature, documentation, and related materials to ensure accuracy and effectiveness.
Identify, troubleshoot, and test hardware and software issues that impact Warranty Unit operations.
Maintain accurate records and documentation related to warranty claims, processes, procedures, and department activities.
Review and approve employee timecards in accordance with company policies and procedures.
Review and approve employee time-off requests.
Monitor staffing, workload, and daily operations to ensure appropriate coverage and service levels.
Prepare and communicate regular reports regarding team and department performance.
Perform other duties and responsibilities as assigned by management.