Warranty Manager

OVERVIEW: The Warranty Manager is responsible for completing all functions involved with the compilation and submission of dealer claims for reimbursement of warranty parts and labor for the assigned service facilities.

KEY TASKS:

• Assist Service Manager in day-to-day operations including scheduling and distribution of work for technicians and yard team, utilizing Service Scheduler and other tools as required to generate and manage work orders.
• Use manufacturer flat rate guides and Standard Service Operations (SSO’s) to determine the time allotted for the work and follow up on timely completion.
• Ensure that the Complaint, Cause and Correction of each problem are noted in the IDS work order.
• Coordinate with the manufacturer and/or extended warranty companies to get approval in advance of repairs, if required, and take precautions necessary to guarantee our payment including but not limited to pictures of the work and returning parts replaced.
• Finalize & invoice warranty work orders
• Submit pre-authorizations to ensure the maximum reimbursement for worked performed and for the highest possible approval ratio.
• Review pre-authorizations to ensure expiration does not occur prior to claim submission.
• Appeal valid pre-authorization that were denied by the manufacturer.
• Reconcile work orders with pre-authorizations and make adjustments as needed to facilitate claim submission.
• Review claims for labor or material adjustments with service manager/service writer so that the customer and the appropriate MarineMax departments are aware of their financial obligation.
• Ensure all parts requested by the manufacturer are returned within the timeframe specified by the manufacturer.
• Responsible for Collection of Warranty Credits.
• Negotiate and or appeal for adverse adjustments to claims implemented by manufacturers.
• Submit accurate and approved claims within the Manufacturer’s specified time limits.
• Ensure timely answers from manufacturers through follow up of dealer’s claim.
• Ensure recall notifications are initiated properly, work documented, and all work is completed.
• Research sublet orders and any other backup information necessary to file appropriate warranty claims.
• Train service writers and parts personnel in the proper procedure for warranty repairs, parts ordering, and pre-authorization submission.
• Work closely with the accounting department on warranty receivables to ensure prompt collection of credits due and the proper handling of credits.
• Reconcile manufacturer’s credits with both the pre-authorization and the actual cost of work performed.
• Prepare reports showing dollar volume of claims paid, claims requested, elapsed time for claim resolution, and outstanding claims.
• Continuously improve the timely and efficient collection of factory credits.
• New boat registrations
• All other duties as assigned.

KEY RESULT AREAS:

• Internal/external customer satisfaction
• Maintain CSI scores with manufacturers
• Warranty revenue
• Accurate warranty/claim paperwork and reports
• Accurate repair order file maintenance
• Effective communication with other MarineMax departments and manufacturers