Title: Warranty Auditor - Nashville/Knoxville, TN
Location: TN, US
Date: Sep 30, 2024
Job Type: Full-time with Benefits
Who We Are
For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
Objectives
The main purpose of the Warranty Process Review Audit Specialist is to audit the Hyundai Motor America (HMA) Retailer network and provide an in-depth review of retailer Warranty / Service Fixed Operations focusing on warranty claim applications, documentation requirements, information retention policy, warranty process review, and potential Audit risk. The successful applicant should be based in the US and will be required to travel up to 90% for Warranty Review visits.
As a Warranty Process Review Audit Specialist, you will be expected to succeed at the following tasks:
Candidate Responsibilities:
- Work within a national team and local management supporting the audit program.
- Work to a timescale, completing a set number of audits within a given timeframe.
- Work to a strict set of manufacturer guidelines and parameters.
- Maintain customer relations with the local Region and Dealers.
- Demonstrate a sound understanding of Dealer Warranty and Service Process that impact warranty waste.
- Carry out fully independent warranty audits in line with the manufacturer’s parameters.
- Create detailed reports on the audit findings including recommended actions.
- Fully explain the findings of the audit to all relevant Dealer staff and Management.
- Guide Dealers on best practices for their business.
- Analyze KPI data and identify Dealers' weaknesses and strengths that need support from this program.
- Promote the value of the audit program to Dealer management.
- Provide strong detailed, accurate, and timely reporting to MSXI/HMA Management.
- Fulfill all reporting requirements as outlined in the program process manual.
- Complete ad hoc duties where necessary for MSXI/HMA Management.
- Use MSXI/HMA IT systems to identify appropriate dealer metrics available at the time of warranty review that are applicable to dealer improvements.
What we are looking for:
- Ability to remain calm and diplomatic in high-pressure situations with the ability to clearly convey difficult arguments and judgments to a varied audience.
- Process-driven with strong problem-solving and investigative abilities.
- High level of computer literacy and ability to learn new systems.
- Ability to manage own workload, expenses, and travel arrangements.
- Clean driving record and employment background.
Qualifications:
- Industry-related qualification or degree, with at least two years of audit experience.
Experience:
- Hyundai Dealer, Dealer Franchise, or other OEM Service/Warranty Management background with demonstrable automotive audit experience.
- Minimum of 1-2 years of experience working with one or more dealer management systems (ADP, R&R, CDK, etc.) is preferred.
- Knowledge of warranty support material (recalls, campaigns, technical service bulletins, repair manuals/systems, etc.) is preferred.
- Minimum of two years’ experience in dealer Service Management with an in-depth knowledge of the motor industry.
- Proficiency in all MS Office tools is required.
- Comfortable with a fast pace of change, while ensuring continuity of current activities.
- Ability to perform formal analysis and provide professional written interpretations of findings.
- A flexible, structured, and logical approach; being able to handle multiple tasks, think, and plan and build in contingencies as required.
Competencies / Other skills:
- Excellent problem-solving skills coupled with the ability to understand complex information and assess requirements.
- Ability to work independently with multi-disciplinary and multi-cultural teams.
- Ability to work on given objectives.
- Excellent communicator and people motivation skills.
- Fluency in English is essential in both written and verbal communication.
- Capability to plan, book and complete travel to and from dealers independently.
- Travel requirement is a minimum of 4 days per week.
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
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