Warranty Cost Control & Steering Spec

Brief Role Description

This position is Career Level 19P, located in Auburn Hills with a Role Classification of Hybrid.

Role Summary

The primary role of warranty cost control and warranty steering is to coordinate the NAR warranty organizations in US, Canada, and Mexico and lead cross-functional and cross-market initiatives to reduce warranty waste and improve NAR warranty processes. This role will function as central coordination for NAR warranty businesses in US, Canada, and Mexico.

In addition, this role is responsible for tracking, monitoring, and analyzing warranty cost trends and developing and leading efforts to implement cost savings measures.

The individual in this role must be able to analyze large amounts of data, analyze and identify trends and develop and communicate strategies to improve the market conditions.

Role Responsibilities

Cost Control – 50 % of time spent

• Analyze warranty claims pre and post payment to identify trends as a basis for developing and implementing cost savings measures
• Develop controls based on claim analysis to prevent future claims with errors from processing
• Perform historical analysis to identify risks in warranty claim controls and develop strategies to mitigate
• Identify anomalous dealer behavior and escalate within warranty department for action
• Maintain and further develop cost monitoring and reporting tools
• Lead the development from the warranty business department in developing advanced analytical tools and processes including Supervised and unsupervised machine learning, claim scoring and emerging AI based tools to identify unjustified or anomalous claims
• Support the claim review and adjusting activities
• Support the dealership warranty audit process
• Responsible for coordination of NAR warranty costs including US market and NAR export markets
• Coordinate, record meeting minutes and develop reporting to support Warranty Cost Steering Committee

Market Steering – 30 % of time spent

• Track, monitor, and analyze Importer warranty costs
• Coordinate with Importer markets policy to ensure compliance against warranty standards
• Identify opportunities for process synergies across NAR and develop strategies to improve warranty processes
• Represent VWGoA warranty in cross functional and cross-market meetings and workshops
• Review Importer cost control strategies and advise of opportunities and process improvement
• Support Manufacturer audit of Importer processes and action plan items

Project Management – 20 % of time spent

• Lead various initiatives and projects focused on improving warranty processes
• Work cross-functional and cross-market
• Coordinate with IT project leads
• Coordinate with Finance for project funding
• Prepare business cases for initiatives and projects for subsequent approvals by leadership

Qualifications

Years of Experience:

• 5+ years professional experience
• 3+ years data analysis experience
• 2+ years warranty or automotive technical related work experience

Education - Required

• Bachelor’s Degree in Statistics, Business, or related field or equivalent

Education - Desired:

• Master’s Degree in related field

Skills:

• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Communication skills – interpersonal, presentation and written
• Intellectual curiosity
• Computer savvy – skilled in the use of software
• Integration – joining people, processes and systems
• Influencing and negotiation skills
• Problem solving
• Ability to recruit, interview, select, and develop team members
• Resource management
• Acknowledged Expert in the Field of Automotive Service
• Focuses on customer service
• Multi-tasks
• Motivates others
• Analyzes problems
• Aligns needs with solutions
• Plans, organizes, and prioritizes

Specialized Skills - Required:

• Working knowledge of automotive warranty systems and processes Systems design and production
• Strong analytical skills
• Proficiency with data extraction tools such as SQL, Business Objects, Cognos, etc.
• Ability to understand and communicate trends in large amounts of data
• Technical Knowledge of automobiles and repair processes
• Working knowledge of retail after sales processes and systems
• Competent with databases and data mining tools
• Proven accounting knowledge
• Excellent interpersonal and communication skills
• Strong technical writing skills

Specialized Skills - Desired:

• Experience inside and outside automotive industry
• German and Spanish language skills – Verbal, Oral, and Written
• Understanding of Dealer facing VW Warranty and service systems (SAGA; ELSA; ETKA; etc.
• Knowledge of VW Dealership’s most common Dealer Management Systems (DMS), and interfaces with VW Warranty systems
• Understanding of VW Warranty claim coding requirements
• Understanding of VW Warranty Policies & Procedures

Work Flexibility:

• Domestic and international travel required – approximately 15%

Skills

Brief Role Description

This position is Career Level 19P, located in Auburn Hills with a Role Classification of Hybrid.

Role Summary

The primary role of warranty cost control and warranty steering is to coordinate the NAR warranty organizations in US, Canada, and Mexico and lead cross-functional and cross-market initiatives to reduce warranty waste and improve NAR warranty processes. This role will function as central coordination for NAR warranty businesses in US, Canada, and Mexico.

In addition, this role is responsible for tracking, monitoring, and analyzing warranty cost trends and developing and leading efforts to implement cost savings measures.

The individual in this role must be able to analyze large amounts of data, analyze and identify trends and develop and communicate strategies to improve the market conditions.

Role Responsibilities

Cost Control – 50 % of time spent

• Analyze warranty claims pre and post payment to identify trends as a basis for developing and implementing cost savings measures
• Develop controls based on claim analysis to prevent future claims with errors from processing
• Perform historical analysis to identify risks in warranty claim controls and develop strategies to mitigate
• Identify anomalous dealer behavior and escalate within warranty department for action
• Maintain and further develop cost monitoring and reporting tools
• Lead the development from the warranty business department in developing advanced analytical tools and processes including Supervised and unsupervised machine learning, claim scoring and emerging AI based tools to identify unjustified or anomalous claims
• Support the claim review and adjusting activities
• Support the dealership warranty audit process
• Responsible for coordination of NAR warranty costs including US market and NAR export markets
• Coordinate, record meeting minutes and develop reporting to support Warranty Cost Steering Committee

Market Steering – 30 % of time spent

• Track, monitor, and analyze Importer warranty costs
• Coordinate with Importer markets policy to ensure compliance against warranty standards
• Identify opportunities for process synergies across NAR and develop strategies to improve warranty processes
• Represent VWGoA warranty in cross functional and cross-market meetings and workshops
• Review Importer cost control strategies and advise of opportunities and process improvement
• Support Manufacturer audit of Importer processes and action plan items

Project Management – 20 % of time spent

• Lead various initiatives and projects focused on improving warranty processes
• Work cross-functional and cross-market
• Coordinate with IT project leads
• Coordinate with Finance for project funding
• Prepare business cases for initiatives and projects for subsequent approvals by leadership

Qualifications

Years of Experience:

• 5+ years professional experience
• 3+ years data analysis experience
• 2+ years warranty or automotive technical related work experience

Education - Required

• Bachelor’s Degree in Statistics, Business, or related field or equivalent

Education - Desired:

• Master’s Degree in related field

Skills:

• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Communication skills – interpersonal, presentation and written
• Intellectual curiosity
• Computer savvy – skilled in the use of software
• Integration – joining people, processes and systems
• Influencing and negotiation skills
• Problem solving
• Ability to recruit, interview, select, and develop team members
• Resource management
• Acknowledged Expert in the Field of Automotive Service
• Focuses on customer service
• Multi-tasks
• Motivates others
• Analyzes problems
• Aligns needs with solutions
• Plans, organizes, and prioritizes

Specialized Skills - Required:

• Working knowledge of automotive warranty systems and processes Systems design and production
• Strong analytical skills
• Proficiency with data extraction tools such as SQL, Business Objects, Cognos, etc.
• Ability to understand and communicate trends in large amounts of data
• Technical Knowledge of automobiles and repair processes
• Working knowledge of retail after sales processes and systems
• Competent with databases and data mining tools
• Proven accounting knowledge
• Excellent interpersonal and communication skills
• Strong technical writing skills

Specialized Skills - Desired:

• Experience inside and outside automotive industry
• German and Spanish language skills – Verbal, Oral, and Written
• Understanding of Dealer facing VW Warranty and service systems (SAGA; ELSA; ETKA; etc.
• Knowledge of VW Dealership’s most common Dealer Management Systems (DMS), and interfaces with VW Warranty systems
• Understanding of VW Warranty claim coding requirements
• Understanding of VW Warranty Policies & Procedures

Work Flexibility:

• Domestic and international travel required – approximately 15%

Skills