Duties and Responsibilities:

• Conducts analysis/audit/review of warranty data/costs and provides detailed reporting for product/process improvement as needed; expands root problem analysis; proposes insights and solutions for warranty/quality issues.
• Creates technology solutions and options to analyze claim information in order to make/recommend changes or adjustment to programs, policies, and processes as needed.
• Prepares monthly reporting on current warranty spend and on trending warranty/quality issues.
• Prepares aggregate data and field reports to states and regulatory entities such as NHTSA and CPSC.
• Prepares ad-hoc reports as needed showing volume, types, and disposition of claims handled.
• Assists in preparing semi-annual forecasts on yearly warranty spend and claim rates.
• Develops and delivers clear and actionable reporting of voice of the customer data to support product improvement efforts and customer and dealer satisfaction.
• Acts as a liaison for the Warranty department to consult with the Quality Assurance department and our Consumer Services and Product Support Hotline teams in regards to sharing information on trending warranty issues.
• Uses Cognos BI software to query product registration and warranty claim information.
• Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate.
• Effectively utilizes experience to approve, amend, or deny all warranty claims while following guidelines set forth in the Warranty Policy & Procedures Manual.
• Ensure proper follow-through and resolution on all claims to conclusion.
• Assists dealers in handling unsettled claims.
• Trains dealers in warranty claim filing procedures over phone/e-mail/Zoom/ etc.
• Accurately documents comments pertaining to each claim into the Warranty System.
• Reviews warranty claims history for dealers upon request.
• Consistently builds own technical knowledge of AKM products to increase dealers’ organizational and technical support needs.
• Uses Cognos BI software to query product registration and warranty claim information when needed to support processing duties.
• Receives, examines and documents all parts and accessories returned under a dealer warranty claim.
• Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate.
• Serves as back up to other warranty team members that may include the following tasks:
  
  • Processes product registrations, customer updates, vehicle status changes, labor rate updates, and KPP extended service contract sales.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; a Bachelor's degree (BA/BS) or equivalent from a four-year college is preferred; and minimum three (3) years related experience and/or training in a warranty claims environment; or equivalent combination of education and experience.

Skills and Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.

• Exhibits excellent oral and written communication skills.
• Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
• Extremely detail and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Solid knowledge and experience working with Microsoft’s Word, Excel, PowerPoint and Access software.

Salary: $75,000 - $80,000

To support your health and wellness goals, Kawasaki provides a comprehensive benefits program dedicated to the well-being of our employees and their families. 

What we offer:

• Competitive salary based on experience
• Medical, Dental, Vision and Pet insurance
• 401(k) match
• Life and Disability benefits
• Generous PTO policy
• Up to 12 paid company holidays
• Employee discounts on Kawasaki products
• Onsite fitness center
• Kawasaki Kafé 

KMC is an Equal Opportunity Employer; employment with KMC is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.