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National Manager, Warranty & Technical Assistance

Company: Kia
Location: Irvine
Posted on: January 12, 2021

Job Description:

At Kia, we---re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.StatusExemptSummaryThis position provides management, strategic planning and tactical execution of all aspects of Warranty, Techline, and Service Garage operations at KMA, including (a) the development of policies, procedures and systems necessary to facilitate the Kia warranties to customers via the Kia dealer network, (b) dealer payment and factory and vendor recovery per established warranty agreements, (c) compliance with all state and federal laws, (d) the functional element of Techline and Service Garage in support of customers and product quality and (e) support of a positive brand image and dealer relationsMajor Responsibilities1st Priority - 20%Warranty Operations- Aftersales field management support in warranty administration and dealer fixed operations consulting, dealer warranty support utilizing web portal CRM, dealer warranty training, publications and communication management of warranty policies, procedures, warranty and technical service bulletin release, and campaign processing administration2nd Priority - 20%Warranty Assurance- Dealer warranty compliance activities including KPI development and reporting, audit, parts return processing, and training through advanced processes in consideration of local statutes within a custom designed Warranty Intelligence site, and Warranty claim analytics and early warning reporting in cooperation with Product Quality3rd Priority - 20%Techline- Dealer troubleshooting and repair support hotline both web portal CRM and phone, consult with Product Quality and Parts regarding emerging issues and service information deficiencies, support development of technical instruction through Kia University, liaison with Field Technical Specialists for on-site dealer technical support4th Priority - 15%Warranty Systems- Development and support of online claim submission, adjudication, and reporting resources, ongoing evolution of complex claim processing logic, database maintenance (AS400), applications maintenance and updates (e.g., a Labor Time Standards (LTS) system, Warranty Intelligence Network (WIN), WebDCS, claim edit systems, TREAD reporting systems, etc.)5th Priority - 15%Warranty Planning and Recovery- Timely and accurate vendor billing, analysis and re-billing for all factories and Local Vendors, timely system updates to ensure alignment with factory billing systems, expansion of appropriate remanufacture programs to reduce expense, implementation of warranty system edits to maximize recovery, and department budget planning6th Priority - 10%Service Garage- Operation of KMA corporate repair facility including company vehicle maintenance and repair, shop equipment maintenance, advanced troubleshooting with difficult to repair vehicles, and analyzing new repair procedures and perform time studies for special TSB repairsEducation/CertificationBachelors Degree or equivalent experience required, Masters Degree preferredOverall Experience15 years--- experience in the automotive industry, retail and/or corporate with dealer contact experience preferred10 years of managerial experience in a wholesale automotive environmentOverall knowledge of manufacturer, field, and dealership operationsDirectly Related Experience10 years of successful warranty operations management experience, including knowledge of administration and various state laws governing manufacturer-dealer relations5 years of technical knowledge of automotive systems and repair3 years--- experience in retail dealership service operations3 years--- experience at the OE/Distributor field levelRegional automotive field experience preferredMust have deep understanding of warranty operations, warranty assurance, and warranty planning/recoveryKnowledge and understanding of both wholesale and retail automotive operations regarding all areas of Warranty OperationsSkillsTechnical knowledge of automotive systems and repairDetail-oriented with excellent analytical and independent critical thinking skills including statistical analysisKnowledge and understanding of systems development and maintenancePlanning, training, motivation, implementation and management skillsStrong people management, written and oral presentation skillsMS Office proficiency (Word, Excel, PowerPoint), Sharepoint is a plusAbility to work effectively in a multi-cultural environmentCompetenciesAdapting to ChangeCHALLENGE - Solving Complex ProblemsChampioning Customer NeedsCOLLABORATION - Building and Supporting TeamsCommunicating EffectivelyCUSTOMER - Serving CustomersDelivering High Quality WorkDeveloping TalentDriving Continuous ImprovementEntrepreneurial ThinkingGLOBALITY - Showing Community and Social ResponsibilityInspiring and Motivating OthersManaging ResourcesManaging RiskPEOPLE - Interacting with People at Different LevelsSetting a Strategic VisionEqual Employment OpportunitiesKMA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KMA complies with applicable law governing non-discrimination in employment in every location in which KMA has offices. The KMA EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Keywords: Kia, Irvine , National Manager, Warranty & Technical Assistance, Executive , Irvine, California

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