The Specialist, Warranty Counseling, will work proactively with the Kia dealer network in Warranty Management. The focus is on dealer support to improve administrative practices across all stores for claims processing that adheres to company policy & procedures while ensuring a fair settlement of claims with our dealer partners. Focusing on dealer competency in managing warranty, including the required training and support tools. To strive for reduced spending without compromising dealer relations or customer satisfaction.
The position reports to the Warranty Manager, Warranty Management (in Service and After Sales). The role will work with other functions within Service Operations including Quality Assurance and Technical Support, and across the company, with Customer Experience (CX), Regions (Field), and Warranty offices globally and regionally.
- Lead on the implementation of Kia Canada's (KCA) Warranty Policies & Procedures (manual), including required changes or enhancements over time.
- Support dealers in Warranty Administration across the network to foster best practices, train (Warranty) staff, and ensure adherence to Warranty Policies & procedures.
- Identify the dealers needing support from a warranty perspective based on specific performance KPIs such as warranty cost per unit, denied warranty claims, and others as identified.
- Lead the Warranty Counseling Process (WCP) for targeted dealers as a review and change management tool to improve Warranty Administrative practices.
- Utilize several types of reports, including Warranty Performance Report (WPR), as a valuable tool in reviewing for opportunity areas by individual dealers.
- Lead Campaign Compliance actions with dealers and the field with targeted dealers.
- Collaborate with the (KCA) Training Department to update and improve the material and methods for Warranty Administration, including dealer certification.
- Collaborate with (KCA) Audit Team to identify opportunities and communicate Warranty Administration' best practices.' Aid dealers in advance of any planned audit review.
- Support the field team (DPSMs) in the warranty area and dealers' inquiries and needs.
- Support the Warranty / Service Ops team for information, analysis, and training.
- Preferably post-secondary education relevant to the position.
- Alternatively, an Automotive Service Manager with a minimum of 5+ years’ experience.
- Corporate experience in the Service Operations area, including Warranty, is desirable.
- Knowledge of service repair processes and best practices desired.
- Strong leadership skills to influence all internal and external stakeholders.
- Must be a team player with strong collaboration and communication skills.
- Highly organized and focused on achievement of objectives.
- Change-agent and self-starter mindset.
- Project management skills, ability to manage multiple concurrent priorities.
- Comfortable presenting to and training small to medium audiences on a dealer level.
- Ability to deal with ambiguity and demanding situations.
- Must be bilingual (French) to deal with the QC dealers regularly.
- Occasional travel to other provinces and/or internationally. Estimated at 10%.
- Office setting and work-from-home hybrid model.
Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will work with you to meet your needs.
We thank all candidates for their interest; however, only those selected for an interview will be contacted. No agencies or phone calls please.
#J-18808-Ljbffr