Director, Warranty & Dealer Tech Support

WORK MODEL

WHAT YOU WILL DO

•    Lead the development and implementation of strategies and operations to achieve effective warranty operations and technical support for Hyundai and Genesis dealers in the US.
•    Achieve company objectives for Fix Right First Time in support of benchmark levels of Service Satisfaction/CSI and Total Cost of Quality including warranty cost.
•    Support NHTSA compliance through effective coordination of recall/campaign completion.
•    Serve as the primary liaison to HMC and facilitate strategy/best practice alignment across the North America region for the warranty and dealer technical support area.

HOW YOU WILL MAKE AN IMPACT

•    Lead responsible for business KPIs of Total Cost of Quality, Fix Right First Time and Recall/Campaign Completion rate.
•    Support business KPIs including Consumer Reports Rank, IQS, VDS, SSI, CSI rank, Dealer Satisfaction (NADA, Carlisle, etc) and partner cross-functionally to achieve business objectives.
•    In collaboration with HMC and Quality/Service Engineering, lead the publication of the Service Manuals, Technical Information and TSBs (Developed by QSE) and other publications to provide dealers and the repair industry with the information needed to properly maintain, diagnose, and repair vehicles. Leverage omni channel technology to distribute this information to users.
•    In collaboration with HMC and key affiliates, develop, implement, and support the global diagnostic tool platform and applications to enable dealers and appropriate 3rd parties to diagnose and repair vehicles.  
•    Lead Techline and Hyundai Technical Support System (HTSS) to support dealers needing technical support to maintain/repair vehicles through an omni-channel technical support/hotline system and an escalation team to orchestrate activities for high profile or difficult cases in coordination with consumer affairs, parts, regions and other stakeholders. 
•    Lead a “Field Service Engineering” team to support dealers needing in-dealer / onsite technical support. Support QSE/NASO/HMC when needed for urgent-onsite problem investigation or TFT activity. Document activities and investigations through the appropriate systems.  Validate effectiveness of Technical Information and Diagnostic Tools to support technicians and suggest improvements to increase effectiveness. Periodically validate dealer technical tools compliance.  
•    Establish and publish the Hyundai & Genesis warranty policy and manual for the US market based on benchmarks and best practices.
•    Establish and operate the system for dealers to submit and be reimbursed for completed warranty and campaign work. Ensure that the claims align with policy. Submit costs to responsible parties for reimbursement to HMA.
•    Operate an omni channel warranty administration help desk to support dealers with claim submission and policy adherence
•    Implement systems to measure dealer compliance with warranty policy and procedures and take action to hold dealers accountable through region and national activities including dealer process reviews and claim reviews.
•    Produce reports to track and forecast overall Total Cost of Quality and Warranty costs to both support and request various department activities to improve.
•    Coordinate cross company preparation, launch, and post launch optimization of recalls, campaigns, OTA updates and similar actions following and supporting the direction of HMNA NASO, Legal and Quality/Service Engineering.
•    Establish relationships and processes with key 3rd parties for necessary warranty / recall completion and information sharing (Enterprise, Avis, Mitchel1, etc.).
•    Lead the Warranty Prior Approval Operation to review and authorize or decline high cost / priority warranty/campaign claims prior to work being completed implementing process improvements and adherence to policies.
•    Lead the Warranty Technical Center operation to request and evaluate post repair parts to confirm dealer compliance with warranty policy/TSBs, identify opportunities to lower costs through improved repair procedures (component vs module, etc) and to support various group problem investigation. Apply charge backs to dealers as necessary based on WTC findings.
•    Evaluate, select, contract with and manage the performance of vendors needed to perform sub-division roles and responsibilities in accordance with HMNA policies and procedures.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree preferred.
• Master’s Degree a plus.
• Fifteen or more years of related automotive experience in areas including technical service and warranty.
• At least ten years of supervisory experience desired.
• Management of mangers and teams with local and distributed & workforce in both administrative and technical roles.
• Very strong vehicle technical diagnostic/repair knowledge.
• High degree of strategy development and operational capability.
• High degree of cross functional coordination (HMC. Service, CX, Quality, Sales, Region, Dealers, etc.).
• Ability to lead, train, motivate, and manage multi-skilled personnel,
• Excellent oral and written communication skills.
• High degree of organizational development.
• Capability to lead complex technical systems strategy (telephony, CRM, VR, AI, etc).
• High proficiency in PC skills, expertise in Microsoft programs.
• Strong understanding of dealership operations.

WHAT HYUNDAI CAN OFFER YOU

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
• 401(k) retirement plan with Employer Match 
  Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Vacation and sick time off
• Employer-paid basic life and disability coverage, including Paid-Family Leave.
• Mental health, wellbeing, and employee assistance program
• Health advocate (support)
• Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
• External Training and Development Programs 
• Compensation Range: $215,000.00 - $265,000.00 annual base salary

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.

OTHER DETAILS

• Physical requirements: Normal office duties. 
• Must be able to travel 25% of the time to domestic and international locations.