Job Information

Ryder System Director Warranty - New and Used in Columbus, Ohio

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Summary

The Director of Warranty is responsible for all aspects of vehicle and component maintenance cost recovery related to premature warranty and policy (beyond standard warranty limit) failures for a fleet of over 170,000 vehicles. The incumbent will oversee negotiation and enforcement of warranty agreements with 70+ or more suppliers, as well as, oversee identification, negotiation and settlements with suppliers for specific failures which may or may not be within the published warranty term. The individual will provide direction to multiple processing teams responsible for creating claims from inbound repairs, or coding repairs rejected from warranty consideration. The Director of Warranty has overall responsibility to ensure team members are hired, trained and developed to effectively achieve their goals. Additionally, the incumbent will ensure the development, implementation and update of company required documentation and procedural manuals applicable to warranty. The individual is responsible for the warranty portion of the vehicle/component supplier relationship in concert with Ryder maintenance, procurement and training management efforts. The Director of Warranty is responsible for the administration of all aspects of Ryder's used vehicle warranty program, as well as, has oversight of customer engagement and call center activities related to Ryder's used vehicle warranty policies. In addition, responsibility also includes maintaining the vehicle specifications on a fleet of over 170,000 vehicles which provides for proper accounting and measurements through various systems in the company. Last, the incumbent is responsible for the identification and implementation of all short and long term process and IT systems that efficiently and effectively maximizes warranty recovery.

Essential Functions

  • Direct the claim processing teams (following Ryder, supplier and regulatory guidelines), toward the end goal of recovering all costs (nominally $60MM+ annually) related to premature failure of vehicles and components.

  • Oversee the supplier warranty relationships. Negotiate and enforce corporate to corporate warranty agreements. Negotiate goodwill settlements. Negotiate commercial claim settlements. Communicate issues and pursue resolutions in the standard claims process.

  • Develop and retain supplier product knowledge. Participate in manufacturer technical reviews. Work with Reliability Engineering to determine cost recovery opportunities and strategies. Know SMO functions and behaviors affecting warranty. Leverage extracted data to support goodwill claims and negotiated commercial claim settlements.

  • Utilize warranty coverage and product knowledge to provide support to the Field organization in answer to internally or dealer repair warranty questions. Know SMO functions and behaviors affecting warranty. Know capabilities and functions of Vehicle Specifications and RIDE systems. Provide support to Senior Leaders, Operations VPs and Directors, Maintenance Staff, BU and Branch operations managers.

  • Review all vendor claim payments which deviate from acceptable variances. Accept or appeal claims which exceed variance standards. Pursue all appeals to final status. Negotiate settlements and partial payments.

Additional Responsibilities

  • Performs other duties as assigned.

  • Direct and indirect supervision of up to 70 employees.

  • Responsible for developing and implementing short, medium and long term warranty plans to insure Ryder is receiving maximum warranty dollars.

  • Develop and implement maintenance policies and procedures that will maximize warranty collections.

  • Will ensure maximum efficiency of the Warranty organization by establishing proper measurements and performance indicators.

  • Responsible for developing procedures to insure that all vehicle specifications are properly collected.

  • Establish a world class strategic warranty support system for Ryder field operations.

  • Special Projects as assigned.

Skills and Abilities

  • Lead and manage others; gain and maintain confidences; coach and develop employees

  • Excellent verbal and written communication skills; MS Office and Windows Skills

  • Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)

  • Ability to negotiate, gain acceptance, and drive change throughout a dispersed organization

  • understand, interpret and restate complex failure and repair scenarios; manage to stated goals

  • Capable of multi-tasking, highly organized, with excellent time management skills; project management skills; Detail oriented with excellent follow-up practices

  • manage to stated goals; forecasting and goal setting

Qualifications

  • Bachelor's degree required in Business, Engineering, Maintenance Technology, or equivalent field

  • Master's degree preferred in Business, Engineering, Maintenance Technology, or equivalent field

  • Five (5) years or more Vehicle repair, diagnostics, standard repair practices, automotive warranty required

  • Five (5) years or more People manager role required

  • One (1) year or more Lean Six Sigma Green Belt preferred

Travel: 25%

DOT Regulated: No

This can be a remote position with some travel

Job Category: Accounting

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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