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Warranty Claims Specialist

2 months ago

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

Position Summary

This role is pivotal in managing warranty claims processing. The individual will ensure adherence to corporate warranty policies and procedures, maintaining warranty expenses within established metrics. Responsibilities include overseeing daily warranty approvals, handling customer inquiries regarding claims, managing product returns, and generating warranty data reports. The role also involves identifying and documenting product and quality issues observed in the field, reviewing warranty claims submitted by customers, inspecting tires claimed under warranty, and preparing comprehensive monthly reports. A thorough analysis of warranty claims is required to coordinate product evaluations and assess performance in real-world conditions.

Key Responsibilities

  1. Process all customer warranty claims and provide daily performance updates; manage the entire warranty claims lifecycle including inspection, analysis, and quality reporting.
  2. Organize tire inspection areas, ensuring timely inspection and validation or rejection of received tires.
  3. Ensure compliance with warranty policies and procedures among customers (dealers and end-users), making decisions on claim approvals or denials based on established guidelines.
  4. Analyze warranty claims to identify trends related to engineering, manufacturing defects, or misuse, particularly from North American and Latin American dealers and distributors.
  5. Respond to inquiries from dealers, distributors, and retailers regarding warranty applications; educate customers on warranty policies and ensure adherence to proper claim procedures.
  6. Report product-related and quality concerns to management promptly to assess the need for further investigation.
  7. Manage escalated warranty processing issues; conduct visits to customers with high claim volumes to provide technical support.
  8. Contribute to the development and revision of warranty policies and procedures as needed.
  9. Document all communications related to warranty claims to ensure visibility for the Quality Assurance team.
  10. Prepare various warranty reports across all brands.
  11. Assist in training related to warranty administration and help develop or update written work instructions for warranty systems.
  12. Effectively prioritize multiple tasks and resources.
  13. Perform additional 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 mindset
  • 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 field 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, with the ability to interpret technical product manuals and demonstrate strong troubleshooting skills in claims processing.