What are the responsibilities and job description for the Warranty Analyst position at Group Lotus?
Location:
Plymouth, MI, US
Department:
Date: 28 Feb 2024
Description:
Warranty Analyst - Plymouth, Michigan
Permanent
About the role
To manage customer services and product warranty. With view to improving customer satisfaction, improving product quality and reducing warranty costs and claims.
Job responsibilities
- Provide detailed management reports and KPIs for Warranty functions.
- Manage out of warranty dealer claims for repair costs, goodwill etc. providing detailed analysis and KPIs.
- Liaise with sales and after sales management to develop dealer network to improve customer service levels and reduce quality defects.
- Ensure that warranty procedures are being followed externally and internally.
- Meet and communicate with dealers to resolve complaints, quality defects and their queries.
- Manage and resolve any customer buy backs with support from the Legal department.
- Manage warranty and related budget(s) to achieve budgetary targets.
- Manage Warranty with view to reducing costs and claim levels in order to reduce expenditure and improve customer satisfaction.
- To act as the key contact for warranty within the company.
- To ensure the adherence of warranty claims to current company financial and warranty guidelines and to act as a key decision maker on warranty claims with merit which are outside those guidelines.
- Manage the creation of ad hoc warranty reports based on the requirements of a specific area including component failure rates and cost of specific components through the warranty period.
- To develop and communicate warranty procedures and policies.
Required Skills/Abilities
Essential:
- An effective technical knowledge of Lotus products.
- A proven background of customer relationship management.
- Good practical automotive technical skills and understanding.
- The ability to manage a small team.
- Management of automotive warranty and customers in retail and/or wholesale.
- A high level of interpersonal skills displaying patience and courtesy with a tenacity to obtain results.
- An attention to detail.
Other:
- Full driving licence.
- On the occasion, if required to work outside of working hours.
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