POSITION: Warranty Senior Specialist

LOCATION: Mahwah, NJ

RECRUITMENT SALARY RANGE: $95,000 - $119,000*

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Upstream Technical & Warranty Manager, you will oversee the warranty claim escalation process in North America as the main interface to the retailer Network. You will be responsible for all aspects of warranty project management, reporting, and stakeholders management.  The core function is to digitalize the claim assessment process to increase retailers efficiency and optimize warranty cost within the agreed upon Key Performance Indicators and Service Level Agreements.

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

• Prioritizing the Digitalization of Warranty Processes: Look for opportunities to automate and digitalize the current market claim management process. Monitor and evaluate the Key Performance Indicators to investigate the root cause of any issues and develop and action plan with owners and deadline. Be constantly on the lookout for ways to improve current processes and to turn issues into business opportunities
•  Managing New Warranty Project: Take the lead on the roll out of new programs  (i.e. Warranty Portal Enhancement, Repair Validation Code, Warranty API, etc). Design and implement a change management plan to communicate the impact to the retailers. Align with the field staff prior to rollout. Offer ways to handle questions and a hyper care period. 
• Master Warranty Reporting: Become the BI reporting expert in the team. Generate warranty reports to address any new business case or requests including Warranty Cost Analysis. Provide reports to support monthly meetings, retailers technical conferences and other events. Support the retailers in analyzing reports that increase their efficiency and their warranty claim submission accuracy. 
• Leading the Retailer Support Process: Resolve all enquiries in a timely manner. Ensure the Warranty Manual is understood, adhered to, and implemented. Review and request new deviations to comply with state legislations or market specific requirements. Support the Warranty Audit program and provide input to the auditors.  Produce any regulatory reports to government agencies such as CA New Vehicle Motor Board filing when requested. 
• Managing the Warranty Reimbursement Rate:  Oversee the the entire process of  retailers warranty rate and markup requests. Provide guidance and support to the processing team. Handle any high priority/complex requests. Provide retailers with timely and accurate response. 
• Optimizing Retailer Performance: Analyze the retailers performance based on the scorecard and identify the ones that need individual support. Conduct virtual meetings and retailer visits to go over the retailer individual results, coach on increasing Warranty Claim Submission Right First Time Rate, and provide any other required support to increase retailer efficiency
• Internal & External Stakeholders Management: Support to the field staff, the global team, and other cross functional teams to resolve any issues or conflict. Act as the liaison between the business and the external Warranty suppliers (i.e. Parts Return Center), and ensure accurate delivery of the contracted services. Participate in supplier evaluation and support Request For Proposal initiatives. Lead the Retailer Engagement Forums. Support other members in the team and perform other duties as assigned.

• Perform other duties as required

WHAT YOU WILL NEED:

Along with your ambition to achieve the exceptional, there are several skills that you’ll need to have to help you succeed here, including:

• Bachelor’s degree in Business, Automotive, Engineering, or related field or equivalent work experience. 
• 5+ years of hands on experience in digitalization and automation
• 5+ years of experience and working knowledge in Business Intelligence, reporting, and data analysis
• 5+ years of experience in management end to end projects. PM certifications preferred.
• 3+ years in supervisory role
• Automotive industry experience is preferred
• Technical communication and writing skills as well as presentation skills for all levels of stakeholders
• Critical thinking and exceptional analytical skills, ability to multitask and prioritize to meet deadlines
• Results oriented with and reliable to take ownership and end to end delivery 
• Excellent ability to build and maintain relationship in a global matrix environment   
• Eagerness to challenge the status quo and constantly evaluate and improve the process
• Flexibility and ability to adapt to changing global and local requirements 

Schedule: Hybrid Ways of Working (3 office days, 2 choice days)

*Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

SO WHY US?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Luxury Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Maternity/Paternity Leave
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

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