Manager, Warranty Inspection

Summary

The Warranty Inspection Manager oversees and enforces product warranty policy, processes, systems and documentation. This person supervises the tire claims inspection process and staff, and oversees customers on execution of the policy. Additionally, this position supervises staff in data entry, statistical analysis, information system development, and supports engineering in information system hardware and software development.

Responsibilities

• Enforces warranty policy and documentation, manages the claim processing system.     
• Supervises staff responsible for data entry, inspection analysis and reporting. 
• Assists in providing early warning of developing product quality issues to the Technical, Manufacturing & Quality Assurance staff in monthly quality review meetings.
• Assures all aspects of claims database are secure, and data is valid and controlled only for appropriate use.
• Interfaces with government and industry organizations and dealers for information exchange and inquiry.
• Provides tire inspection methods and standards, claims inspector training, and equipment and facility maintenance.
• Conducts routine claims cause and effect analysis, and instructs and provides training for Sales staffs.
• Interact with other groups within the company to ensure that our customers are being properly supported.
• Communicate group activities, goals and objectives with other groups within Technical Service and with immediate management.
• Complete other tasks as required.

Manager Additional Duties and Responsibilities

• Develops and maintains all standard operating procedures and corresponding documentation of warranty process which is inclusive of logistics, processing of physical product, all software and system related, final technical disposition and then scrapping of tires.
• Creates, manages and maintains all external communications that are touch points with the warranty process for all internal and external stakeholders.
• Continues to find ways to drive efficiency and accuracy and improve the warranty process supported by new technologies and AI
• Develops efficient work flow processes which includes management of the layout of the Warranty center.
• Works with outside vendors to ensure that all aspects of the warranty process are properly supported.

Knowledge and Skills

• Strong supervisory skills, excellent interpersonal skills, demonstrated computer system application knowledge.
• Demonstrated communication expertise, with a basic understanding of statistical methods.
• Demonstrated success in guiding the work of others.
• Demonstrated success in educating others in areas related to tire inspection.

Education and Experience

• 4-year technical or science degree or equivalent industry experience.
• 10+ years information systems, tire industry product, service and warranty knowledge.
• Sales, consumer affairs, marketing experience are a major plus.
• Ability to travel as necessary.

Physical Requirements

• Must be able to remain in a stationary position, often sitting for prolonged periods of time while working on a computer.
• Must be able to repetitively use cutting tools such as box knifes and hand-held tools that vibrate the hands, wrists and arms.
• Occasional travel by airplane and automobile in conducting business is required.
• Employees must possess the ability to regularly lift, carry, push, pull and move materials and objects weighing up to 40 pounds.
• Must be able to occasionally lift and then roll large tires on the ground weighing up to 200 pounds with or without assistance.
• Must be able to remain standing or moving on feet for prolong periods of time.
• Occasionally work indoors in a warehouse environment where temperature regulation may be inconsistent, and where there is exposure to noise, and machinery.
• Driving forklift 2-4 hours a day