Warranty Coordinator

Job Duties and Responsibilities

Claims Management & Disposition

• 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.