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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.