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CareersManager, Warranty Administration
Yamaha Motor Corporation (“YMC”) is a publicly listed Japanese Corporation in the business of manufacturing and distributing recreational product to dealers and customers around the world. YMC is a Kando creating company; “offering more excitement and a more fulfilling life for people”.
Yamaha Motor Canada Ltd (“YMCA”) is a subsidiary of YMC, responsible for distributing Yamaha Motor product to Canadian dealers and consumers. YMCA’s Vision is to “Create Lifelong Memories by Connecting People through Unique Canadian Outdoor Experiences”. YMCA executes its day-to-day activities in reference to its defined values, “Be Inclusive”, “Think Customer”, “Own it!”, “Innovate Now!”, “Trust & Integrity”, “Be Agile”, and “Drive results”.
Summary of Responsibilities
Manager, Warranty Administration is responsible for overseeing the warranty claims administration process as it relates to Factory, Extended Service Contracts and Accessories. Ensuring full compliance with Yamaha’s documented policies and procedures.
The Manager, Warranty Administration will lead and develop the internal warranty team, build and strengthen cross-functional, Dealer, OEM and B2B relationships, ensuring efficient and accurate warranty claim administration.
Management of Product Safety Campaigns and all related reporting requirements. Collaborate with and support technical resources with the goal of offering industry leading service levels to our Dealers and our Customers, both internal and external.
Assist with education and training of staff, dealers and others are required. Apply Kaizen principles striving for continuous improvement in functions and processes.
- Oversee the submission, tracking, follow-up and adjudication of all applicable warranty claims.
- Manage direction of Warranty Administrations team to achievement of departmental, divisional and corporate goals. Ensure claims are processed accurately, in a timely manner, and in full compliance.
- Establish and manage to project timelines and KPI’s. Support staff and management team through Specific, Measurable, Achievable, Realistic and Timely objectives. Support continual Plan, Do, Check, Act activities within departmental objective plans.
- Identify through data trends and tendencies to propose required countermeasures – policy clarifications, training, system changes that will lead to simplification of claims processing and improved user satisfaction levels.
- Supervise and develop Warranty Administrators providing training and regular two-way communication & performance feedback (quarterly SuccessFactors documented updates).
- Collaborate with Service Managers, Technicians, and Parts Departments to ensure proper processes are being followed.
- Conduct regular team meetings to discuss KPI’s, review updates, and share Best Practices.
- Develop departmental succession planning by mentoring staff through ongoing independent skills development, career development and training plans.
- Manage accurate and timely claims reconciliations processes in collaboration with Factories, OEM’s, supplier base and internal accounting team.
- Manage Warranty training initiatives aimed to improve dealer understanding of warranty policies & procedures to drive continual improvement in first time claim acceptance rate levels.
- Provide timely and accurate reporting as required by management, factory, suppliers and Yamaha affiliates.
- Manage and maintain SOP’s including all key business processes, formal review and approvals, and the maintenance of documentation required to satisfy internal and external audit requirements.
- Prepare regular and ad-hoc reports on warranty claim status and other relevant KPI’s for Management, Factory, Suppliers and Yamaha affiliates.
- Serve as the primary contact for Dealers, Factories, OEM’s, Suppliers and Yamaha affiliates regarding warranty issues and/or claims disputes.
- Build strong internal & external relationships to facilitate smooth and effective claim administration and resolution.
- Lead on behalf of NA Snowmobile Division and Yamaha Canada the Factory Service and QA function with manufacturing partners.
Warranty Claims Management
Team Management
Compliance & Reporting
Key Stakeholder Relations & Communication
- Degree/Diploma: Degree/Diploma
- Program of Study: Business, Automotive or related field
- Years of Experience: 3 – 5 Years
- Type of Experience: Retail and OEM Service functions
- Effective leadership, communication, and problem-solving abilities
- Proven record of success leading warranty / service centric teams in Powersport, automotive or related field
- Advanced knowledge and understanding of Warranty Administration and Regulatory Compliance laws and processes
- Advanced knowledge of Dealer Management Systems (DMS) data structures and OEM warranty system integration
- Management of Recall/Campaigns and related governmental reporting requirements
- Excellent attention to detail with strong organizational and analytical skills. Bilingual (English/French) would be an asset
- Competence with MS Office suite of products for Sr management level analysis, report preparation and presentation ability
- Ability to communicate and interface with all internal departments and their business leaders at all levels
- Ability to communicate and interface with external vendors that are part of the processes/ technology of the IT delivery ecosystem
- Contacts with vendors that will participate in process and technology improvements
- Occasional national travel within Canada
- Occasional international travel
- Some overtime may be required
Yamaha Motor Canada Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
