Warranty Coordinator

Warranty Coordinator

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 three primary markets passenger vehicle, commercial truck, and off-highway equipment 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 main responsibilities of this position include the application of Dana axle and driveshaft products and technologies to OE and customer.

Job Duties and Responsibilities

Maintain Dana's warranty and product support function to OEM's and customers. Adjudicate Warranty claims based on customer contractual terms, picture evidence, warranty guidelines, etc. Provide technical support and repair strategy - effectively reducing or avoiding over repair in warrantable situations. Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours and technical or other assistance related to the repair. Manage incoming claims and adhere to OEM contractual obligation to avoid automatic debits by customers. Identify customers' needs, clarify information, providing solutions and / or alternatives related to warranty or Dana product. Protect organization against non- warrantable claims submitted. Process API claims for all major customers. Document, process and report on all recall related activity adherent to NHTSA standards for reporting. Monitor and report on any potential safety related field failures and escalate accordingly. Answer and respond to real time support / incoming phone calls to warranty department Process carrier core returns for refunds. Respond to e-mails for E-warranty claims. Process new banking information for ACH payments to dealers. Process / start customer warranty claims real time via phone or email. Authorize and track part returns for analysis. Administer Dana Truck Component product warranties per published guidelines. Reporting early warning signs of increasing failure modes to warranty management.

Education and Qualifications

• Automotive Technology degree is preferred / associate's degree in mechanical engineering / mechanical engineering technology or may consider equivalent education and experience.
• Strong customer skills
• Must be comfortable providing phone support
• Mechanical and electrical aptitude and experience
• Basic truck industry knowledge preferred
• Capable of interacting professionally with customers, even in challenging situations.
• Proficient computer skills, including but not limited to MS office applications.
• Demonstrated attention to detail and organizational skills required
• Ability to work well in a team environment

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.