Warranty Coordinator

Job Duties and Responsibilities

• Serve as the single point of accountability for aftermarket warranty claims from intake to closure.
• Review returns for legitimacy (cosmetic vs. functional, handling damage, installation errors, misuse) and determine accurate dispositions (approve, partial credit, reject, supplier recovery).
• Manage RMA workflows, documentation, photos, test/inspection notes, and audit trails.
• Coordinate product evaluations with Quality/Engineering; maintain chain-of-custody for physical returns.

Retailer & Channel Interface

• Partner with AutoZone, O'Reilly, Tri-State/RockAuto—and expand to Advance and NAPA—on claim validation, dispute resolution, and credit accuracy.
• Establish SLA-based communication with retailer warranty teams; ensure timely responses and consistent policy application.
• Align on scorecard metrics (warranty % to sales, avoidable returns, cycle time, documentation quality).

Cost Avoidance & Analytics

• Quantify avoidable cost and recovery each month; reconcile with Finance (accruals, provisions).
• Build dashboards (e.g., Power BI/Excel) highlighting trends: parts, stores/DCs, symptoms, root causes, installer error codes, packaging/handling.
• Identify Pareto drivers; launch targeted corrective actions (training content, packaging improvements, installation aids).

Process & Policy

• Create and maintain warranty policies, visual standards, and acceptance criteria (e.g., glidecoat nicks vs. functional defects, seal condition criteria, shaft guide usage requirements).
• Develop installer guidance (quick start sheets, checklists, how-to videos with QR links) to prevent common failure modes.
• Partner with Supplier Quality on supplier chargebacks/recoveries when applicable.

Cross-Functional Collaboration

• Work with Engineering and Quality on root cause analysis, containment, and PCA.
• Coordinate with Internal/External Suppliers for handling and packaging improvements that reduce transit/cosmetic claims.
• Provide input to Product Management on design for serviceability and warranty trends.

Working Conditions

• Hybrid role; occasional travel (up to 10–20%) to retailers, DCs, suppliers, trade shows, and Dana facilities.
• Ability to handle and inspect returned parts safely; occasional lifting up to 25–35 lbs with proper ergonomics.

Education and Qualifications

• Bachelor’s degree in Engineering, Business, Supply Chain, Quality, or related field preferred
• 3+ years in warranty, quality, product support, aftermarket operations, or equivalent role.
• Demonstrated experience with hands-on claims triage, technical dispositioning, and retailer/distributor interfaces.
• Strong analytical skills; proficiency in Excel (pivot tables, lookups, basic modeling) and dashboarding (Power BI or equivalent).
• Excellent written and verbal communication; able to negotiate and resolve disputes with retailers constructively.
• Detail-oriented; strong documentation discipline and audit-ready recordkeeping.
• Experience with automotive/industrial drivetrain, axles, or drivetrain components; familiarity with Dana/Spicer products is a plus.
• Hands-on knowledge of installation practices (e.g., shaft guides, seal handling) and common misuse modes.
• Basic root cause tools (5-Why, Fishbone, Pareto) and practices.
• Prior experience with large retailers (AutoZone, O'Reilly, Advance, NAPA) and e-commerce returns (RockAuto).

Skills and Competencies

• Customer Focus with Cost Discipline: Balances customer experience with rigorous cost-avoidance.
• Ownership & Bias for Action: Drives issues to closure; establishes SLAs and meets them.
• Data-Driven Decision-Making: Uses evidence to accept/reject claims; quantifies impact.
• Negotiation & Influence: Gains alignment with retailers and internal stakeholders.
• Process Excellence: Designs simple, scalable, compliant processes and training.