Warranty Dealer Advocate Lead

Percepta•Dearborn, MI

9d•Remote

About The Position

The Warranty Dealer Advocate Lead is a subject matter expert responsible for investigating and resolving warranty inquiries and responding to questions and concerns regarding warranty claim submission in a professional and timely manner. The Warranty Dealer Advocate Lead works at a very high level of effectiveness providing help in all areas of warranty administration for the dealer population. This role works at the direction of the operations manager producing required results by providing correct and timely answers to warranty questions and issues through learned knowledge of the business by way of providing assistance to the dealership warranty advocates and dealers with cases. As an experienced dealer warranty advocate, the Warranty Dealer Advocate Lead assists the Warranty Advocates on the team finding information, answering questions, offering suggestions, and potentially training new team members. The Dealership Warranty Advocate Lead has learned the full suite of warranty applications and publications and meets or exceeds productivity, accessibility, and quality assurance.

Requirements

High school diploma required
Minimum of six years’ experience with or in a combination of: Dealership Warranty Administrator at a Ford or Lincoln Dealership, Prior Dealership Warranty Advocate experience, Warranty-related or Recall-related work at an OEM (preferably at Ford), or Service Technician experience (preferably at a Ford or Lincoln Dealership)
Leadership, negotiation and managing client relationships
Effective communication with customers, managers, and co-workers through strong oral, written, and influential communication and presentation skills
Ability to multi-task; including ability to manage multiple programs and business partners as needed
Coaching and mentoring skills
Trusted team member
Models a high level of integrity, judgement, and leadership in making decisions
Team building skills
Time management and organizational skills
Project management skills

Nice To Haves

Ford Master Certification as Warranty Administrator preferred

Responsibilities

Acts as a subject matter expert for all warranty questions for the client, dealerships and the internal team.
Maintains detailed knowledge of: Warranty & Policy Manual, One Warranty Solution (OWS) Claiming User Guide, Ford Lincoln Protect Admin Manual, Fleet Program Manual and Part Coverage Directory.
Uses all available resources to assist the dealer getting a warranty claim submitted and paid; follows status using the OWS and the online Automotive Service Information System (OASIS).
Communicates and works closely with client management, the warranty administration team, dealerships, regional personnel, the Ford Global Warranty Operations (GWO) Team and Ford IT to develop and improve the Ford Warranty Claiming System intake and case tracking.
Acts as single point of contact and escalation analyst for all questions directed to Ford management including WPAC (Warranty Parts Analysis Center), MVC – Misbuild claims, DDCR (Dealer Decided Claim reversal), DDAP, Assessing, OWS.
Act as the Lead Advocate for any outstanding or unresolved claims from Warranty Advocates and Dealers and ensuring a resolution.
Uses the Global Contact Center Technology/Unified Service Desk system to keep detailed notes on cases and appropriately update the dealership on status.
Resolve Misbuild Vehicle Concerns by obtaining the dealer order receipt acknowledgement to research the concern in the order guide, contact the assembly plant to confirm/deny the misbuild condition, communicate to the dealer on claim concerns and assess all misbuild vehicle claims in OWS.
Research and approve warranty parts appeals to resolve warranty parts analysis concerns.
Liase with the Zone Manager in claiming and policy concerns.
Assess claims to ensure the claim qualifies for a dealer decided claim reversal (DDCR) and process the claim.
Keep the one warranty system up to date.
Coach and train new administrative team members and dealer management on the claiming process.
Assist the assessing team with web-based appeals by directing to the appropriate department.
Assist dealers in the community with on-going issues and keep updated on status.
Identify and resolve one warranty solution escalated reject issues with the appropriate teams.
Manage communication of issues and corrections with the team to keep them up to date on current processes.
Manage a spreadsheet of all issues and each correction.
Meet with the client regularly about ongoing issues.
Analyze trends in contact data and other internal data that indicate repetitive Dealership concerns and identify opportunities for improvements. Develop these opportunities into action /implementation plans for management and work with the appropriate Ford and Dealerships teams to reduce Dealership pain points.
Provide feedback on improvement implementation plans to the client and Percepta management teams.
Continuously learn and improve program knowledge including the warranty suite of applications/publications, system knowledge enhancing Dealership satisfaction and service levels.
Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits, OWS escalations ensuring advocacy for Dealerships, metrics tracking and validation, and training initiatives.