Warranty Claims Data Analyst

Kawasaki Motors Corp., U.S.A.•Lake Forest, CA

3d•$75,000 - $80,000

About The Position

Conducts analysis/audit/review of warranty data/costs and provides detailed reporting for product/process improvement as needed; expands root problem analysis; proposes insights and solutions for warranty/quality issues. Creates technology solutions and options to analyze claim information in order to make/recommend changes or adjustment to programs, policies, and processes as needed. Prepares monthly reporting on current warranty spend and on trending warranty/quality issues. Prepares aggregate data and field reports to states and regulatory entities such as NHTSA and CPSC. Prepares ad-hoc reports as needed showing volume, types, and disposition of claims handled. Assists in preparing semi-annual forecasts on yearly warranty spend and claim rates. Develops and delivers clear and actionable reporting of voice of the customer data to support product improvement efforts and customer and dealer satisfaction. Acts as a liaison for the Warranty department to consult with the Quality Assurance department and our Consumer Services and Product Support Hotline teams in regards to sharing information on trending warranty issues. Uses Cognos BI software to query product registration and warranty claim information. Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate. Effectively utilizes experience to approve, amend, or deny all warranty claims while following guidelines set forth in the Warranty Policy & Procedures Manual. Ensure proper follow-through and resolution on all claims to conclusion. Assists dealers in handling unsettled claims. Trains dealers in warranty claim filing procedures over phone/e-mail/Zoom/ etc. Accurately documents comments pertaining to each claim into the Warranty System. Reviews warranty claims history for dealers upon request. Consistently builds own technical knowledge of AKM products to increase dealers’ organizational and technical support needs. Uses Cognos BI software to query product registration and warranty claim information when needed to support processing duties. Receives, examines and documents all parts and accessories returned under a dealer warranty claim. Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate. Serves as back up to other warranty team members that may include the following tasks: Processes product registrations, customer updates, vehicle status changes, labor rate updates, and KPP extended service contract sales.

Requirements

High school diploma or general education degree (GED) is mandatory
Minimum three (3) years related experience and/or training in a warranty claims environment; or equivalent combination of education and experience
Exhibits excellent oral and written communication skills
Demonstrates the ability to successfully prioritize and organize multiple, competing tasks
Extremely detail and deadline oriented
Brings energy and enthusiasm to group or team efforts
Solid knowledge and experience working with Microsoft’s Word, Excel, PowerPoint and Access software

Nice To Haves

A Bachelor's degree (BA/BS) or equivalent from a four-year college is preferred

Responsibilities

Conducts analysis/audit/review of warranty data/costs and provides detailed reporting for product/process improvement as needed
Expands root problem analysis
Proposes insights and solutions for warranty/quality issues
Creates technology solutions and options to analyze claim information in order to make/recommend changes or adjustment to programs, policies, and processes as needed
Prepares monthly reporting on current warranty spend and on trending warranty/quality issues
Prepares aggregate data and field reports to states and regulatory entities such as NHTSA and CPSC
Prepares ad-hoc reports as needed showing volume, types, and disposition of claims handled
Assists in preparing semi-annual forecasts on yearly warranty spend and claim rates
Develops and delivers clear and actionable reporting of voice of the customer data to support product improvement efforts and customer and dealer satisfaction
Acts as a liaison for the Warranty department to consult with the Quality Assurance department and our Consumer Services and Product Support Hotline teams in regards to sharing information on trending warranty issues
Uses Cognos BI software to query product registration and warranty claim information
Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate
Effectively utilizes experience to approve, amend, or deny all warranty claims while following guidelines set forth in the Warranty Policy & Procedures Manual
Ensure proper follow-through and resolution on all claims to conclusion
Assists dealers in handling unsettled claims
Trains dealers in warranty claim filing procedures over phone/e-mail/Zoom/ etc.
Accurately documents comments pertaining to each claim into the Warranty System
Reviews warranty claims history for dealers upon request
Consistently builds own technical knowledge of AKM products to increase dealers’ organizational and technical support needs
Uses Cognos BI software to query product registration and warranty claim information when needed to support processing duties
Receives, examines and documents all parts and accessories returned under a dealer warranty claim
Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate
Serves as back up to other warranty team members that may include the following tasks: Processes product registrations, customer updates, vehicle status changes, labor rate updates, and KPP extended service contract sales.