Warranty Technical Services Director

We are seeking a visionary and results‑driven Warranty Technical Services Director to lead a multi‑disciplinary organization focused on warranty excellence, product quality, and customer satisfaction. This role oversees three critical teams:
Warranty Operations, Warranty Analytics, and Mopar Quality & Warranty Recovery.

You will be responsible for shaping and executing a unified strategy that integrates data science, operational rigor, and quality engineering to reduce warranty costs, improve diagnostic accuracy, and enhance dealer and customer experiences. The ideal candidate is a strategic leader with deep technical expertise, strong cross‑functional influence, and a passion for continuous improvement.

Strategic Leadership & Team Oversight

• Lead and align three core teams:
  Warranty Operations, Warranty Analytics, and Mopar Quality & Warranty Recovery.
• Develop and execute a comprehensive warranty and quality strategy that supports business goals and customer satisfaction.
• Foster collaboration across engineering, quality, field operations, IT, and dealer networks.
• Drive service experience improvement and global convergence initiatives.
• Mentor and develop team members.

Warranty Analytics & Data Science

• Oversee advanced analytics and predictive modeling to identify emerging product issues and optimize warranty spend.
• Drive automation, data governance, and dashboard development for real‑time visibility into warranty health.
• Ensure effective use of tools like SAS, Power BI, and Tableau for decision support.

Warranty Operations & Administration

• Manage warranty claim adjudication, policy enforcement, and dealer‑facing communications.
• Streamline dealer warranty claim submission and adjudication processes.
• Lead vendor performance, budget oversight, and contact center operations.
• Collaborate with field teams to resolve issues and implement corrective actions.

Quality & Cost Recovery

• Lead Mopar Quality initiatives including Aftersales PPAP compliance and supplier engagement.
• Responsible for Supplier Parts Quality for Mopar designed service parts, accessories, and performance parts.
• Oversee the Part Retention Center for root cause analysis, cost recovery, and diagnostic improvement.
• Drive coaching and training across the dealer network to enhance repair accuracy and reduce repeat visits.

Basic Qualifications

• Bachelor's degree in Engineering, Data Science, Business, or related field.
• 10+ years of experience in technical service, quality, or warranty operations, including leadership roles.
• Proven ability to lead cross‑functional teams and manage complex programs.
• Strong communication and stakeholder engagement skills.
• Excellent analytical and problem‑solving skills.
• Ability to lead and motivate teams.
• Strategic thinking and planning abilities.

Preferred Qualifications

• Master's degree in a related field.
• Experience in automotive warranty systems, analytics platforms, and field operations.
• Familiarity with Six Sigma, FMEA, PPAP, and ERP systems (SAP, Oracle, Salesforce).
• Background in supplier negotiations and cost recovery strategies.

Salaried Employee Benefits (US, Non‑Represented)
Health & Wellbeing

Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short‑ and long‑term disability.

Compensation, Savings, and Retirement

Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing.

Time Away from Work

Paid time includes company holidays, vacation, and Float/Wellbeing Days.

Family Benefits

12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances.

Professional Growth

Annual training, tuition reimbursement and discounts, Business Resource & Intra‑professional Groups.

Company Car & More

Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends.

#J-18808-Ljbffr