Candidates that come out of New Flyer or Proterra are ideal candidates

Job Overview:

The Manager of Warranty Operations will direct the development of a state-of-the-art warranty system to complement and strengthen our existing Customer Relationship Management (CRM) platform. This individual will have the opportunity to shape the future vision of this area and implement the Warranty processes and practices which will ensure GILLIG’s Customer Care organization remains best in the industry for decades to come.

They will be expected to be extremely customer focused and have a strong knowledge and understanding of industry benchmark warranty practices, preferably in a heavy-duty OEM vehicle environment. Having prior experience improving the warranty function at an OEM organization with demonstrated abilities to lead and develop a high performing team into a data driven organization.

The Manager of Warranty Operations reports directly to the Executive Director of Customer Care at GILLIG. They will have ultimate accountability for all Warranty practices and will be responsible for all Warranty personnel. This position is a working manager and will require to be very hands on and can perform many of the functions that their employees do when required.

Responsibilities

• Reviews and optimizes GILLIG warranty practices and processes on an ongoing basis.
• Directs the development of a state-of-the-art Warranty system.
• Effectively resolves any disputed customer related warranty issues in a professional manner.
• Develops and maintains all Key Performance Indicators and dashboards for the Warranty department.
• Leads continuous improvement projects targeted to improve customer experience and operational efficiencies.
• Provides Engineering, Manufacturing, Supply Chain and Quality departments with warranty analytics to facilitate and encourage design changes, improvements, or more stringent quality control measures.
• Works together with GILLIG Finance to ensure the adequacy of the overall warranty reserve.
• Works together with GILLIG Sales on customer bids to estimate potential warranty exposure for use in bus costing.
• Ability to effectively manage and motivate a high performing team of 3-4 individuals through periods of change.
• Manages returns process for defective parts in the field and works directly with suppliers to maximize warranty recovery.
• Analytical mindset, preferably with the ability to utilize relevant IT tools in order to identify abnormalities and create warranty predictions.
• Reviews Post Delivery Inspection (PDI) system reports and monitors/analyzes component replacements used during all customer deliveries.
• Coordinates supply of components for all Field Service campaigns, including recalls, and tracks all progress towards resolution.
• Ensures all required NHTSA reporting is completed accurately and timely.
• Participates and aids subordinates to ensure proper training, safe and orderly working conditions, as well as the efficient use of labor, material, and tools. Initiates or approves related requests for equipment or staff assistance.
• Recommends or approves, in compliance with policies, rules or labor agreements, personnel actions relating to employment, wage rates, advancement, discipline, etc.
• Performs other duties as required.

MUST HAVE

Candidates that come out of New Flyer or Proterra are ideal candidates 

• Bachelor’s degree in a relevant discipline with previous work experience and technical knowledge in a heavy-duty vehicle environment.
• 5+ years of progressive warranty experience in an OEM or similar environment.
• Previous management experience in a warranty related function
• Transit experience required.
• Project Management experience required.
• Knowing the warranty process at some level in the transportation industry is required.
• Vendor recovery exp
• Project management exp

NICE TO HAVE

• Extensive knowledge of industry best warranty practices and systems.
• Vendor Recovery – Having experience negotiating recovery from a supplier is highly desirable. Not required.
• ADDITIONAL INFORMATION
• Start time: 6am (negotiable)
• Primarily office environment, however, regular visits to manufacturing floor and onsite customer visits.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift 25 lbs.
• 10% to 20% overnight travel required.