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National Manager, Warranty & Technical Assistance

Date: Nov 18, 2020

Location: Irvine, California, US

Company: KIA Motors America

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.


This position provides management, strategic planning and tactical execution of all aspects of Warranty, Techline, and Service Garage operations at KMA, including (a) the development of policies, procedures and systems necessary to facilitate the Kia warranties to customers via the Kia dealer network, (b) dealer payment and factory and vendor recovery per established warranty agreements, (c) compliance with all state and federal laws, (d) the functional element of Techline and Service Garage in support of customers and product quality and (e) support of a positive brand image and dealer relations

Major Responsibilities

1st Priority - 20%

Warranty Operations- Aftersales field management support in warranty administration and dealer fixed operations consulting, dealer warranty support utilizing web portal CRM, dealer warranty training, publications and communication management of warranty policies, procedures, warranty and technical service bulletin release, and campaign processing administration


2nd Priority - 20%

Warranty Assurance- Dealer warranty compliance activities including KPI development and reporting, audit, parts return processing, and training through advanced processes in consideration of local statutes within a custom designed Warranty Intelligence site, and Warranty claim analytics and early warning reporting in cooperation with Product Quality


3rd Priority - 20%

Techline- Dealer troubleshooting and repair support hotline both web portal CRM and phone, consult with Product Quality and Parts regarding emerging issues and service information deficiencies, support development of technical instruction through Kia University, liaison with Field Technical Specialists for on-site dealer technical support


4th Priority - 15%

Warranty Systems- Development and support of online claim submission, adjudication, and reporting resources, ongoing evolution of complex claim processing logic, database maintenance (AS400), applications maintenance and updates (e.g., a Labor Time Standards (LTS) system, Warranty Intelligence Network (WIN), WebDCS, claim edit systems, TREAD reporting systems, etc.)


5th Priority - 15%

Warranty Planning and Recovery- Timely and accurate vendor billing, analysis and re-billing for all factories and Local Vendors, timely system updates to ensure alignment with factory billing systems, expansion of appropriate remanufacture programs to reduce expense, implementation of warranty system edits to maximize recovery, and department budget planning


6th Priority - 10%

Service Garage- Operation of KMA corporate repair facility including company vehicle maintenance and repair, shop equipment maintenance, advanced troubleshooting with difficult to repair vehicles, and analyzing new repair procedures and perform time studies for special TSB repairs

  • Bachelors Degree or equivalent experience required, Masters Degree preferred
Overall Experience
  • 15+ years’ experience in the automotive industry, retail and/or corporate with dealer contact experience preferred
  • 10+ years of managerial experience in a wholesale automotive environment
  • Overall knowledge of manufacturer, field, and dealership operations
Directly Related Experience
  • 10+ years of successful warranty operations management experience, including knowledge of administration and various state laws governing manufacturer-dealer relations
  • 5+ years of technical knowledge of automotive systems and repair
  • 3+ years’ experience in retail dealership service operations
  • 3+ years’ experience at the OE/Distributor field level
  • Regional automotive field experience preferred
  • Must have deep understanding of warranty operations, warranty assurance, and warranty planning/recovery
  • Knowledge and understanding of both wholesale and retail automotive operations regarding all areas of Warranty Operations
Technical knowledge of automotive systems and repair
Detail-oriented with excellent analytical and independent critical thinking skills including statistical analysis
Knowledge and understanding of systems development and maintenance
Planning, training, motivation, implementation and management skills
Strong people management, written and oral presentation skills
MS Office proficiency (Word, Excel, PowerPoint), Sharepoint is a plus
Ability to work effectively in a multi-cultural environment
Adapting to Change
CHALLENGE - Solving Complex Problems
Championing Customer Needs
COLLABORATION - Building and Supporting Teams
Communicating Effectively
CUSTOMER - Serving Customers
Delivering High Quality Work
Developing Talent
Driving Continuous Improvement
Entrepreneurial Thinking
GLOBALITY - Showing Community and Social Responsibility
Inspiring and Motivating Others
Managing Resources
Managing Risk
PEOPLE - Interacting with People at Different Levels
Setting a Strategic Vision


Equal Employment Opportunities

KMA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KMA complies with applicable law governing non-discrimination in employment in every location in which KMA has offices.  The KMA EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.


Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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