Warranty Specialist

Magna International•Troy, MI

3d•Hybrid

About The Position

The Warranty Specialist is the main point of contact and/or first level of escalation for customers on behalf of the divisions. This role participates as a member of a cross-functional warranty team, representing the disciplines of quality assurance and engineering, and bringing the voice of the customer into this activity. The specialist will provide direction to satisfy customer warranty management requirements for new, modified, or existing programs.

Requirements

Bachelor’s Degree equivalent engineering / commercial experience with automotive or highly engineered products.
High level of comfort with using online systems and tools like ERP, customer warranty systems, customer portals that are web based or server-client based.
High degree of analytical capabilities using excel formulas and pivot tables.
Knowledge of quality assurance tools and methodologies.
Knowledge of OEM Warranty systems.
Advanced PC skills in Excel, Word, PowerPoint, SharePoint, Power BI, etc.
Good written and oral presentation skills face to face as well as over Microsoft TEAMs and telephone.
Experience in dealing with customers on techno-commercial topics.
Demonstrate “customer service” skills and leadership skills necessary to deal with divisions.
Strong motivation to achieve year over year improvement in cost and claim reduction.
Minimum 5+ years of diversified experience in OEM warranty systems (preferred), QA Systems, and/or engineering (additional experience is required if applicant does not have a Bachelor’s degree).
Experience in manufacturing atmosphere preferred.
Ability to show increasing responsibility over time.

Nice To Haves

Ability to write macros is highly preferred but not mandatory. Training will be provided.
Formal training in CQI-14 is desired.

Responsibilities

Learn and accomplish “expert” level competency in the customer warranty systems as directed by the supervisor.
Monitor repairs in the field using the customer system and provide early warning to the stakeholders on issues in field.
Create and distribute financial reports on warranty on monthly or more frequent basis if needed.
Access customer blogs, enthusiast websites, dealer resources, social media and other resources to keep a pulse on part performance in the field.
Gather warranty related data from both external and internal sources including OEM warranty programs, dealer returns and plant PPMs.
Analyze returned parts from dealer participation programs for problem solving – root cause analysis.
Analyze warranty data and establish priorities / rankings.
Assist in preparing and presenting internal / external presentations.
Acts as warranty champion, facilitates warranty management team meetings, and coordinates applicable project resolution.
Works with the Divisions to identify Root Cause and develop action / implementation plan to correct.
Tracks progress on warranty management team project implementation and reports on status, at regular intervals, internally and to OEM.
Analyses data to ensure and prove that clean points are effective.
Utilizes Magna internal warranty management systems such as Corporate Dashboard (Power Bi) and GWMS (Clustering & Alerts).
Helps cross functional teams maintain best practices and lessons learned related to campaigns and warranty issues.
Engages with SME network to recommend warranty lessons learned read across back into design, process FMEA standards.
Process requests for warranty data benchmarking for new business quoting.
Engages with purchasing groups to ensure a clear understanding of warranty agreements that exist with Tier II & III suppliers (Directed/Non-Directed).
Understands and provides input to cross functional team about warranty related commercial terms and conditions of the customer.
Actively drives warranty reduction strategies to advanced program management team (cost and claim reductions).
Assists divisions in setting responsibility for warranty claims ($$) with customer, negotiations requiring technical expertise in warranty systems, processes and practices; minimizing exposure to Magna.