Warranty Compliance Manager

Subaru•Camden, NJ

9h•$94,800 - $125,000•Hybrid

About The Position

Discharges warranty audit responsibilities. Reviews and monitors retailer warranty cost and repair trend reports to determine appropriate retailer candidates for warranty audits and warranty operational reviews. Manages field audit responsibility at the retailers. Resolves results of audits through closing meetings and subsequent audit chargeback process. Acts as primary contact in communicating results to Subaru of America (SOA), retailer, and regional/distributor personnel. Directs and assists in training District Parts/Service Managers (DPSMs), Customer Advocacy Department (CAD) staff, and SOA Retailer Claims personnel in this function.

Requirements

Ability to command credibility with retailers during closing meetings and navigate potentially adverse situations.
Ability to clearly defend proposed chargebacks and communicate decisions to retailers and District Parts/Service Managers (DPSMs).
Ability to address questions, concerns, and criticism from regional personnel in a professional and constructive manner.
Strong interpersonal skills to build rapport and gain support across the organization.
Sound judgment to evaluate proposed chargebacks and manage issues that are not clearly defined.
Strong automotive technical knowledge and understanding of retailer service operations.
Excellent verbal and written communication skills.
Bachelor’s degree required and 6 to 8 years of progressive experience required.
Experience in lieu of a bachelor's degree is acceptable.

Responsibilities

Selects warranty audit candidates.
Performs warranty field audits, which includes a thorough review of repair orders, as well as accounting, payroll, and other documentation supporting warranty claims or sales incentives.
Prepares final audit reports and presents findings to retailer personnel.
Reviews retailer audit appeals, prepares draft response, and presents recommendations to the warranty audit appeal committee.
Writes final audit report incorporating the findings of the appeal committee.
Selects retailers for warranty operational review candidates.
Makes necessary preparations and performs warranty operational reviews.
Coordinates and interfaces with other departments, regions, and retailers to address their questions and concerns.
Communicates with other Subaru of America (SOA) personnel and retailers about the warranty audit/warranty operational review processes.
Performs sales audits as necessary at the retailer.
Performs and directs warranty audit training with the District Parts/Service Managers (DPSMs) including claim reviews, as well as warranty policy training.
Issues appropriate chargebacks for claims/sales incentives not in compliance with SOA procedures.
Reviews audit and warranty procedures for completeness and compliance to state and local laws.
Reviews Regions/Distributors for warranty cost and repair trends, selecting retailers for letter reviews, reviewing claims, and writing reports to control and maintain warranty costs and reverse high frequency repair trends.
Selects warranty operational review candidates.
Makes necessary preparations and coordination with them and interface with other departments, regions, and retailers to address their questions and concerns.
Communicates with other SOA personnel and retailers about the warranty audit/warranty operational review processes.
Monitors departmental costs associated with audits and operational reviews.
Performs sales/incentive audits, physical inventories, and monitoring of SOA record destructions, as well as other corporate functions, as necessary
Supervises audit staff.