Field Warranty Manager

Employment Type

Full time

Remote Work Policy

• This position does not require employee to be on-site full-time to perform most effectively.
• The employee’s role enables them to work off-site on a permanent basis.
• This position requires an employee to cover territory visits to dealerships with reoccurring frequency.
• You must live within the territory to be considered.
• This role covers dealerships across Connecticut, Rhode Island, Massachusetts, Maine, Vermont, New Hampshire and Northeast New York.

Relocation

• This job may be eligible for relocation benefits.

The Role

CCA's Service Operations is the organization responsible for supporting GM's global dealer network with tools and equipment, technician training and warranty administration.

• This organization is responsible for helping to identify product quality concerns.
• This role is responsible for ensuring continuous improvement, effective delivery, customer retention and profitability in service operations.
• Performs observations, assessments, interviews and analysis to provide key insights to dealership leadership on their performance and areas in which they can improve.
• The selected candidate will be responsible for building relationships with our dealership partners in your territory through on-site visits to support Field Warranty Management activities.
• You will be acting as the face of General Motors warranty within your territory.

Immigration Sponsorship

• GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE.
• DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE.
• THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)

Responsibilities

• Serve as a trusted advisor to dealership leadership.
• Support, coach, and counsel all field team members in warranty-related activities, including communicating helpful information and opportunities.
• Responsible for warranty issue escalation up to $50,000.
• Subject matter expert of GM’s Service Policies and Procedures and Global Warranty Management System (GWM).
• Manage and respond to warranty questions submitted in the regional warranty mailbox and MS Teams.
• Provide Warranty training on functional execution at dealerships.
• Assist in warranty regional training sessions.
• Support District Manager Parts and Service (DMPS) and dealer groups by presenting on warranty topics at Service Club Meetings.
• Coach dealerships on feedback provided by the Warranty Parts Center.
• Support Brand Quality Managers in issue resolution.
• Manage Electronic Key Code (EKC) ID creation requests and non-compliance.
• Collaborate with the Warranty Support Center (WSC) to ensure effective warranty administration.
• Collaborate with the Warranty Support Center (WSC) and Dealer Business Center (DBC) to ensure effective warranty administration.
• Counsel dealerships on 100% completion of Field Actions prior to vehicle delivery and support in Service Training Standards.
• Assisting in Field Action/Recall related questions.
• Be a change agent, developing plans based on field findings to present options to senior leadership.
• Complete special projects (as required).
• ~80%+ Travel will be required.

Skills and Abilities (Required Qualifications)

• Bachelor’s degree or equivalent experience.
• Intermediate level of vehicle technical knowledge including warranty administration, service operations and customer assistance.
• Basic knowledge and understanding of dealership service systems and processes.
• Ability to cross-collaborate with customers and partners.
• Ability to analyze data and improve processes.
• Strong problem-solving skills with strategic agility.
• Proficient in data analysis using Microsoft Tools (Excel, Word, PowerPoint, etc.).
• Valid Driver’s License.

Competitive Edge (Preferred)

• Degree in an automotive/technical field.