Job Description:

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

Purpose:

~ The Regional Warranty and Consumer Affairs Senior Manager is responsible for monitoring region/district/dealership performance in the area of warranty administration; warranty expense control, repair effectiveness and diagnostic procedures, warranty parts return and associated training (both dealership personnel and DPSM).  In addition, the Warranty Operations Senior Manager oversees the completion of campaigns or recalls, and coordinates the distribution of supporting documents and other dealer support.

~ Manage the day-to-day functions of the Consumer Affairs Department to ensure correct and timely handling of Hyundai consumer inquiries and conflicts to support HMA goals of Hyundai Owner Satisfaction and Retention.  Manage the Regional Consumer Affairs staff, set goals and objectives for the Region CA department for successful management of cases; coordinate BBB and/or state supported arbitration hearings and related administrative activities to fulfill HMA’s required concern resolution decisions.

Major Responsibilities:

~ Support DPSM’s as required to meet or exceed assigned warranty related objectives.

~ Monitor dealer compliance to HMA Warranty Policy & Procedures; Dealer Warranty Expense controls; WIS Utilization with Dealer Self-Review Program enforcement and Conduct Regional Warranty reviews/ National reviews/audits as necessary.

~ Identify administrative issues in dealerships and provide individualized training to improve claim acceptance rate and submission times.  Conduct warranty claim classroom training in key markets throughout the Region As needed.

~ Manage the Service Loan Car Program and Fleet Warranty Program.

~ Interface between dealers/DPSM’s with the National Warranty Department and the WTC/Call Center.

~ Monitor dealership warranty labor rates; review & process dealer labor rate increase requests.

~ Coordinate TSB and campaign activities to ensure the Region meets minimum completion rates.

~ Mentor and train DPSM’s in all aspects of warranty administration.  Preparing them for field level training / support to individual dealers.

~ Work with DPSM’s, dealers, National Consumer Affairs/ 800 Call Center and legal counsel as appropriate to resolve customer concerns in a manner which both enhances customer satisfaction and achieves cost-effectiveness.

~ Oversee the administration of the VOR process to promote Hyundai Owner Retention and reduce the number of buy-backs due to parts delays or a delay in repair of the vehicle.

~ Coordinate final repair attempt activities with the FSE Captain and staff.

~ Oversee the replacement or repurchase process; monitor disposition of repurchased vehicles to meet HMA guideline of 90 day maximum inventory age.

~ Oversee meeting legal requirements and deadlines of BBB, State Lemon Law and DOT hearings.

~ Ensure that documentation relating to such hearings meets the legal requirements of each state and that the various deadlines associated with each are met.

~ Direct the activities of the CA department staff. Train CA Analysts and administrative support personnel.

~ Make recommendations regarding Regional consumer affairs activities; establish goals/objectives/processes in conjunction with annual business planning processes with the RPSM.  Keep the RPSM apprised of all significant issues pertaining to CA cases.

~ Assist in the training of DPSM’s in the use of HMA systems designed to support and control CA activities.  Coordinate Legal department training for dealers regarding Lemon Law issues.

~ Perform all other assigned duties (Duties that are ancillary to this position and/or complement the essential duties) as required.

Authority:

~ Exercise considerable judgment in determining appropriate course of action to address individual dealer warranty related issues.

~ Responsible for protecting the business interests of HMA in warranty related issues.

~ Expected to act as mentor and teacher to DPSM’s in the warranty administration areas.

~ From time to time the RPSM and, separately, the FOM may solicit the Warranty Operations Manager’s input regarding DPSM performance in these specific areas of performance.

~ Exercises considerable judgment in determining the appropriate course of action to address individual owner issues that could result in administrative or legal review. Responsible for the administrative and development aspects of supervising the Regional consumer affairs staff, including performance reviews, training plans, and development plans.

Education:

~  Must be a high school graduate.

~  Bachelor’s degree preferred.

~  Master’s degree a plus.

Related Experience:

~ Eight years of experience of which at least five years of directly related experience in automotive operations.

~ Two to three years of supervisory experience desired.

Skill/Knowledge:

~ Automotive competencies, including Service Operations, Warranty Administration; technical knowledge a plus.

~ Excellent communication skills.

~ Excellent organizational skills.

~ Excellent time management skills.

~ Excellent people skills.

~ Excellent analytical skills.

~ Excel, Word, PowerPoint, a must.

Physical requirements:

~ Normal office duties.

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.

 

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