Aftermarket Warranty Coordinator
Maumee, OH, US, 43537
Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets – passenger vehicle and commercial truck – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.
Job Purpose
The Aftermarket Warranty Coordinator is responsible for reducing unwarranted warranty cost and improving claim accuracy across Dana’s North American retail and distribution channels. This role centralizes ownership of warranty claims—triaging returns, driving accurate dispositions, and partnering with retailers, customer service, engineering, and quality to avoid non‑legitimate credits while enhancing customer experience.
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.
Education and Qualifications
- Bachelor’s degree in Engineering, Business, Supply Chain, Quality, or related field preferred
- 3+ years in warranty, quality, product support, aftermarket operations, or equivalent role.
- Demonstrated experience with hands-on claims triage, technical dispositioning, and retailer/distributor interfaces.
- Strong analytical skills; proficiency in Excel (pivot tables, lookups, basic modeling) and dashboarding (Power BI or equivalent).
- Excellent written and verbal communication; able to negotiate and resolve disputes with retailers constructively.
- Detail‑oriented; strong documentation discipline and audit‑ready recordkeeping.
- Experience with automotive/industrial drivetrain, axles, or drivetrain components; familiarity with Dana/Spicer products is a plus.
- Hands‑on knowledge of installation practices (e.g., shaft guides, seal handling) and common misuse modes.
- Basic root cause tools (5‑Why, Fishbone, Pareto) and practices.
- Prior experience with large retailers (AutoZone, O’Reilly, Advance, NAPA) and e‑commerce returns (RockAuto).
Skills and Competencies
- Customer Focus with Cost Discipline: Balances customer experience with rigorous cost‑avoidance.
- Ownership & Bias for Action: Drives issues to closure; establishes SLAs and meets them.
- Data‑Driven Decision‑Making: Uses evidence to accept/reject claims; quantifies impact.
- Negotiation & Influence: Gains alignment with retailers and internal stakeholders.
- Process Excellence: Designs simple, scalable, compliant processes and training.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Unsolicited Resumes from Third-Party Recruiters
Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
Nearest Major Market: Toledo