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Warranty Claims Specialist

2 months ago

Fort Mill, South Carolina, United States GITI TIRE USA LTD Full time
Job Overview

Primary Role

This position plays a crucial role in managing warranty claims processing. The individual will adhere to company warranty guidelines to maintain warranty expenses within defined metrics. Responsibilities include overseeing daily warranty approvals, denials, customer inquiries regarding claims, managing product returns, and generating warranty data reports. The role involves identifying and reporting product and quality issues observed in the field, reviewing warranty claim forms submitted by customers, inspecting tires associated with warranty claims, and preparing monthly analytical reports. The individual will conduct thorough analyses of warranty claims related to our products and coordinate evaluations to assess their performance in real-world conditions.

To excel in this role, the candidate should be well-versed in standard practices and concepts within the tire industry and quality monitoring. The successful candidate will rely on their experience and judgment to set and achieve objectives, performing a variety of tasks under general supervision. A high degree of creativity, initiative, integrity, self-discipline, and exceptional reporting skills are essential.

Moderate travel within North America, including Canada, is expected (approximately 60%). This may also involve international travel.

Key Responsibilities

  1. Process all customer warranty claims and provide daily performance updates; manage warranty claims including inspections, analyses, collections, and quality reporting.
  2. Organize tire inspection areas, including tool procurement and ensuring timely inspection and validation or rejection of received tires.
  3. Ensure that customers (dealers and end-users) comply with company warranty policies and procedures, making decisions on claim approvals or denials in accordance with these guidelines.
  4. Analyze and validate warranty claims from customers; identify trends related to engineering, manufacturing, or workmanship defects, as well as product abuse from dealers and distributors in North America and Latin America.
  5. Respond to inquiries from dealers, distributors, and retailers regarding warranty applications; educate customers on warranty policies and procedures, ensuring compliance with claim processes.
  6. Report product-related and quality concerns promptly to the supervisor for validation and potential escalation to R&D.
  7. Manage escalated warranty processing issues; conduct periodic visits to customers with high volumes of warranty claims to provide technical support.
  8. Contribute to the development and revision of current and new policies and procedures as assigned.
  9. Document all communications related to warranty claims to ensure visibility for the QA team.
  10. Prepare various warranty reports across all brands.
  11. Assist in warranty administration training and develop or revise written instructions for warranty systems.
  12. Effectively prioritize multiple tasks and required resources.
  13. Perform other job-related duties as assigned.

Required Skills and Qualifications

  • Strong problem-solving abilities
  • Excellent verbal and written communication skills
  • Proficient reading, analytical, and presentation skills
  • Highly organized, detail-oriented, and self-motivated
  • Proficient in computer applications
  • Team-oriented
  • Strong mathematical skills
  • Effective organizational skills
  • Exceptional interpersonal skills
  • Project management capabilities
  • Time management proficiency

Education and Training

A minimum of an associate degree in a technical or engineering discipline or equivalent training in Technical Service, along with relevant experience in the tire industry, is required.

Experience

At least 3-5 years of experience in warranty, quality, and compliance within the tire or automotive industry is necessary. The candidate should be able to interpret technical aspects of product manuals and possess strong troubleshooting skills in claims processing.