Warranty Recovery Manager

Responsible for functioning as an intermediary between the service department, the customer, the vendor, and the manufacturer assuring the warranty process is fluid and the customers’ equipment is returned to service promptly and warranty payments are received from the manufacturer timely. 

Direct Reports

This position manages the following roles:

- Warranty Administrator

- Customer Support Representative II

- Centralized Warranty Administrator

Responsibilities

• Manage warranty system functions such as parts return requests, dealer-to-dealer responsibility transfers, ordering special tools, etc.
• Coordinate with internal resources and subcontractors to ensure all claims are addressed in a timely fashion, within scope, and while maintaining necessary financial spending controls.
• Perform periodic audits at company locations to be certain that all manufacturer requirements for warranty processing are met to prevent future chargebacks.
• Maintain proper warranty records/documentation to ensure contract compliance and warranty requirements
• Develop and maintain a warranty appeals process.
• Work with manufacturer representatives to manage policy requests and satisfy manufacturer objectives.
• Serve as primary contact for all warranty issues.
• Provide training on warranty procedures.
• Assist with managing completion of Product Improvement Programs.
• Supervise expert alerts and inquiries to the customer contact center.

Position Requirements

• Bachelor’s degree or equivalent.
• 5 years’ experience in relevant industry.
• Understanding of the operation of the service and parts departments and the support of the sales and interaction with the administrative/accounting department.
• Expertise in John Deere’s warranty system and service center.
• Expertise in CDK and/or similar ERPs.
• Professional demeanor and cooperative attitude.
• Highly organized, with technical proficiency and the ability to communicate well with manufacturers, vendors, customers and shop personnel and process warranty claims in a timely manner.
• Ability to collect data, define problems, interpret technical instructions and reach reasonable conclusions for warrantable repairs.

Physical Requirements:

• Work will be performed both in an office environment as well as an outside area
• Must be able to lift, push and pull a minimum of 50 pounds
• Must have good manual dexterity